Remote Senior Forecast Planning Analyst

Note: The job is a remote job and is open to candidates in USA. Healthfirst is a healthcare organization seeking a Senior Forecast Planning Analyst to lead forecasting quality and capacity planning across a multichannel contact center environment. The role involves ensuring the accuracy of forecasts, driving adherence to performance targets, and providing data-driven insights to support decision-making.ResponsibilitiesSupport leadership with eforecasting quality and performance oversight by auditing outputs, validating assumptions, and ensuring alignment with accuracy targets and business objectivesOwn end-to-end multichannel forecasting (e.g., calls, chat, digital, outreach) including model development, maintenance, and performance trackingTranslate forecasts into capacity plans, incorporating shrinkage, staffing requirements, and operational constraints across internal teams and BPO partnersMonitor and report on team and forecasting performance through KPI tracking, deliverables, and workflow progressAssist with operational accountability by maintaining visibility into workload, timelines, and completion status; escalate risks and drive corrective actions as neededAct as a strategic partner to leadership by providing clear reporting, surfacing risks, and recommending data-driven actionsDevelop and refine forecasting models using statistical methods and business inputs via Verint to improve accuracy and reduce biasDrive continuous improvement by identifying inefficiencies, enhancing forecasting methodologies, and supporting implementation of tools and best practicesDevelop, maintain, and enhance standard operating procedures (SOPs) to ensure consistency and scalability across forecasting and planning processesOwn the development and optimization of shrinkage assumptions, leveraging data analysis and business insights to improve workforce planning accuracyCreate and analyze ad hoc forecasting scenarios (e.g., member outreach campaigns, operational changes, BPO shifts), translating impacts into actionable planning recommendationsSkillsHigh School Diploma or GED from an accredited institutionWorking experience in forecasting, workforce management (WFM), capacity planning, or data analyticsWorking experience supporting or owning forecasting processes in a contact center or operations environmentWorking experience using core forecasting concepts including trend analysis, seasonality, and variance analysisExperience working with large datasets and performing data validation, analysis, and interpretationWork experience using Excel (e.g., pivot tables, formulas, data manipulation)Experience tracking and reporting on performance metrics and KPIsProven experience developing, maintaining, and improving forecasting and capacity planning modelsExperience with multichannel contact center environments and/or BPO/vendor forecasting and planningStrong proficiency in data analysis tools (e.g., Excel, SQL, and/or BI tools such as Tableau, Power BI)Ability to manage multiple priorities, meet deadlines, and maintain attention to detail in a fast-paced environmentExperience developing documentation and SOPs to support scalable processesStrong communication skills with the ability to translate data into actionable insights for business stakeholders and meet deadlines in a fast-paced environmentBenefitsMedical, dental and vision coverageIncentive and recognition programsLife insurance401k contributions (all benefits are subject to eligibility requirements)Company OverviewHealthfirst is a health insurer providing medical, business, and health insurance services. It was founded in 1993, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://healthfirst.org.Company H1B SponsorshipHealthfirst has a track record of offering H1B sponsorships, with 1 in 2024. Please note that this does not guarantee sponsorship for this specific role. Apply To this Job .