• Analyze historical call volume and staffing trends to produce 30/60/90-day and 6/9/12 month forecasts • Incorporate seasonal trends, holidays, marketing campaigns, product launches, and known business events into projections • Model capacity requirements and support headcount recommendations for hiring • Partner with Scheduling to translate forecasts into daily and interval-level schedules • Monitor and report actual vs. forecast variance and provide insight into forecast accuracy • Maintain and improve forecasting models using statistical tools or system-based automation • Track and assess atypical volume influences (e.g., special projects, seasonality deviations, system disruptions) to understand business impact, enhance scenario planning, and maintain accurate, trend-based forecasting models • Provide data-driven insights to support performance analysis, project planning, and staffing strategy • Develop what-if scenario models to evaluate staffing impacts of volume shifts, AHT changes, shrinkage fluctuations, and hiring delays