Customer Care, Forecasting & Reporting Analyst

Position Summary

The Forecasting & Reporting Analyst supports Contact Center Operations by developing accurate call volume forecasts, producing actionable reporting, and ensuring staffing levels align to business needs. This role owns the forecasting, workforce optimization, and reporting processes that drive operational efficiency, service level attainment, and customer experience outcomes. The analyst provides continuous analytical support to Operations Leadership, monitors performance trends, and delivers weekly and ad hoc reports that guide resource planning and strategic decision-making.

Duties And Responsibilities

• Develop and maintain call volume forecasts using time series models, regression techniques, and Erlang?C–based staffing methodologies (e.g., service?level driven capacity planning).
• Analyze historical trends, seasonality, campaigns, and operational drivers to produce accurate short-term and long?range forecasts.
• Create, update, and distribute weekly forecasting packages and performance dashboards for leadership.
• Monitor key contact center KPIs such as service level, ASA, ABA, AHT, shrinkage, occupancy, and FCR to ensure operational performance targets.
• Conduct forecast accuracy reviews and variance analyses to identify root causes and improvement opportunities.
• Build staffing capacity models that balance service level goals, occupancy targets, and cost efficiency.
• Partner with operations leadership daily to assess staffing needs, routing behaviors, and real?time performance risks.
• Support real-time decision-making by providing insights on intraday trends, call spikes, and operational risks.
• Recommend staffing, scheduling, and skilling adjustments to optimize performance and resource allocation.
• Collaborate with IT, Workforce, and Operations to troubleshoot routing issues, data discrepancies, and volume anomalies.
• Ensure data integrity by validating inputs, reconciling discrepancies, and maintaining reliable datasets.
• Identify ideal times for coaching, training, and meetings based on forecasted volume and staffing patterns.
• Develop and maintain reports, dashboards, and ad hoc analyses to support leadership decisions.
• Automate recurring reporting or forecasting tasks to improve speed, accuracy, and operational efficiency.
• Participate in continuous improvement initiatives and special projects to enhance accuracy, efficiency, and customer experience.

Qualifications

• Strong statistical, analytical, and mathematical skills, with the ability to interpret complex data, identify trends, and develop actionable insights.
• Advanced proficiency with Microsoft Excel (VLOOKUP/XLOOKUP, Pivot Tables/Charts, advanced formulas) and strong working knowledge of Microsoft Office including PowerPoint.
• Solid understanding of call center dynamics, staffing strategies, WFM processes, and KPI impacts (SL, ASA, ABA, AHT, shrinkage, occupancy, FCR).
• Ability to work independently and manage multiple large projects simultaneously while maintaining accuracy and urgency.
• Strong communication and interpersonal skills, with the ability to explain technical findings to non?technical audiences.
• Demonstrated ability to ensure data integrity, reconcile discrepancies, and manage large or imperfect datasets across multiple data sources.

Bonus Points

• Experience with WFM / WFO platforms such as Verint, NICE, Genesys, Avaya CMS, or Calabrio.
• Knowledge of Avaya telephony or similar contact center routing platforms.
• Familiarity with BI/reporting tools (Power BI, Tableau, Looker).
• Experience working with or connecting to external data sources, importing/exporting data, and integrating datasets from WFM, telephony, CRM, or other operational platforms.
• Knowledge of SQL, Python, Access, or similar tools for deeper analysis or automation.
• Experience supporting or designing capacity planning, staffing scenarios, or cost?to?serve modeling.
• Strong ability to apply KPIs and benchmarking metrics to evaluate and recommend call center best practices.

Other Requirements

• Results?oriented mindset with a strong sense of accountability, urgency, and follow?through.
• Ability to prioritize and re?prioritize in a fast?paced, dynamic environment.
• High attention to detail with strong commitment to data accuracy and validation.
• Ability to collaborate with cross?functional teams such as Operations, IT, Workforce, and Quality.
• Willingness to support special projects, reporting initiatives, and continuous improvement efforts as assigned.

Compensation

Starting at $63,800 - $85,757 depending on candidate location and experience.

Why MSC?

People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. OUR COMMITMENT TO YOU Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits. You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect. EQUAL EMPLOYMENT OPPORTUNITY STATEMENT At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known. Please note that MSC uses electronic monitoring and system logs in its workplace, including monitoring of Company-provided systems and collaboration tools, as permitted by applicable law.