Senior Forecast Planning Analyst

🕒 August 4

🐊 Florida, Louisiana, +2 more states – Remote

🐊 Florida – Remote ⚜️ Louisiana – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $61.3k - $91.1k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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Healthfirst

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1993

🛡️ Insurance

🏥 Healthcare

⚕️ Healthcare Insurance

Insurance • Healthcare • Healthcare Insurance

Healthfirst is a health insurance provider dedicated to helping New Yorkers access affordable health coverage for individuals and families. With over 30 years of experience, Healthfirst offers a range of plans including Medicaid managed care, Medicare Advantage, long-term care, and essential health plans. The company focuses on providing quality healthcare options, comprehensive benefits, and support to ensure members can maintain their health and well-being.

📋 Description

• Lead forecasting quality, capacity planning, and performance oversight across a multichannel contact center environment • Audit forecasting outputs, validate assumptions, and ensure alignment with accuracy targets and business objectives • Own end-to-end multichannel forecasting for calls, chat, digital, and outreach • Translate demand forecasts into capacity plans incorporating shrinkage, staffing requirements, and operational constraints across internal teams and BPO partners • Monitor and report team and forecasting performance through KPI tracking, deliverables, and workflow progress • Maintain visibility into workload, timelines, and completion status; escalate risks and drive corrective actions • Provide leadership with reporting, risk visibility, and data-driven recommendations • Develop and refine forecasting models using statistical methods, business inputs, and Verint • Identify inefficiencies, enhance forecasting methodologies, and support implementation of tools and best practices • Develop, maintain, and enhance standard operating procedures for forecasting and planning • Develop and optimize shrinkage assumptions using data analysis and business insights • Create and analyze ad hoc forecasting scenarios and translate impacts into planning recommendations

🎯 Requirements

• High School Diploma or GED from an accredited institution • Working experience in forecasting, workforce management (WFM), capacity planning, or data analytics • Working experience supporting or owning forecasting processes in a contact center or operations environment • Working experience with trend analysis, seasonality, and variance analysis • Experience working with large datasets and performing data validation, analysis, and interpretation • Work experience using Excel, including pivot tables, formulas, and data manipulation • Experience tracking and reporting performance metrics and KPIs • Proven experience developing, maintaining, and improving forecasting and capacity planning models • Experience with multichannel contact center environments and/or BPO/vendor forecasting and planning • Strong proficiency in data analysis tools such as Excel, SQL, and/or Tableau or Power BI • Ability to manage multiple priorities, meet deadlines, and maintain attention to detail • Experience developing documentation and SOPs • Strong communication skills and ability to translate data into actionable insights

🏖️ Benefits

• Medical coverage • Dental coverage • Vision coverage • Incentive and recognition programs • Life insurance • 401k contributions (subject to eligibility requirements) • Competitive compensation and benefits package