Workforce Management Forecast Specialist

Workforce Management Forecast Specialist

Resource Innovations is seeking a Workforce Management Forecast Specialist to join our growing team in Salt Lake City. We are seeking a highly skilled and motivated Workforce Management Forecast Specialist with a strong background in call center forecasting to join our dynamic team. As a Workforce Management Forecast Specialist, you will be responsible for developing accurate short-term and long-term forecasts to support staffing and operational planning across customer service channels.

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Duties and Responsibilities

• Develop and maintain daily, weekly, monthly, and annual forecasts for call volumes, chat, email, and other customer contact channels
• Analyze historical data, seasonal trends, and business drivers to improve forecast accuracy
• Monitor forecast performance and adjust models as needed to reflect changing business conditions
• Partner with scheduling and real-time teams to align forecasts with staffing plans
• Present forecast insights and recommendations to leadership and stakeholders
• Conduct "what-if" analyses to assess the impact of business changes, marketing campaigns, or external factors
• Provide contingency plans for unexpected volume spikes or staffing shortages
• Other duties as assigned.