Job Description
The Forecasting Analyst develops accurate, data-driven workload forecasts to support customer operations in a regulated utility environment. This role enables proactive staffing and service reliability by anticipating demand driven by outages, storms, and customer growth. Key responsibilities include:

- Build short- and long-term forecasts using historical trends, seasonality, and utility-specific drivers (e.g., weather events, outages, billing cycles)
- Improve forecast accuracy using predictive analytics and continuous model refinement
- Support WFM systems (e.g., NICE, Genesys) and automate forecasting, reporting, and data processes
- Analyze data across multiple channels (call center, digital, field service/back-office work)
- Develop scenario plans (best/worst case) and identify risks related to volume spikes and staffing gaps
- Provide dashboards and reporting (Power BI/Tableau) to highlight forecast accuracy, trends, and operational ris...