**Key Responsibilities:**

+ Develop, maintain, and manage multichannel forecasts (e.g., calls, chat, digital, outreach) using established models and tools (e.g., Verint)
+ Translate forecasts into capacity plans, including staffing requirements and shrinkage assumptions
+ Prepare and validate data inputs used in forecasting and capacity planning to ensure accuracy and completeness
+ Maintain and update forecasting models based on historical trends, seasonality, and business inputs
+ Track and analyze forecast performance (actuals vs. forecast), identify variances, and escalate risks or discrepancies
+ Support ongoing capacity planning by adjusting forecasts and staffing plans based on volume changes, operational shifts, and business needs
+ Partner with operations and cross-functional teams to gather inputs and validate assumptions impacting forecasts and plans
+ Produce and distribute regular reporting on forecasts, staffing plans, and key performance ind...