Forecasting and Capacity Planning 

• Develop interval-level, top-down volume forecasts using historical data, seasonality, and time series methods (moving averages, exponential smoothing, regression), selecting the technique best suited to each queue’s demand pattern. 

• Incorporate external inputs into the forecast, including marketing campaigns, price changes, billing cycles, regulatory events, and multi-jurisdiction public holiday calendars. 
• Run Erlang C (or equivalent) staffing calculations to translate forecasted volume and AHT into required FTE by interval, queue, and skill. 

• Build and maintain capacity plans and headcount recommendations for monthly, quarterly, and annual planning horizons, including scenario models (low/expected/high) for known volume events. 

• Execute the monthly forecast lock process, validating assumptions with stakeholders before staffing plans are finalised. 

• Monitor forecast accuracy (e.g., MAPE, forecast bias) and refine models where recurring variance is identified. 

• Coordinate with the Workforce Scheduler to ensure capacity plans translate cleanly into schedulable staffing requirements, and with Real-Time Analysts to support intraday reforecasting when actuals diverge from plan. 

Real-Time Monitoring and Support 

• As needed, support real-time management alongside the Real-Time Analysts to ensure coverage is maintained, particularly during peaks, outages, unplanned absence, or reduced analyst cover. 

• Reforecast intraday volume and AHT when actuals diverge from plan, and recalculate interval staffing requirements so that coverage decisions are based on the latest demand view. 

• As needed, assist the Real-Time Analysts with real-time monitoring in Genesys Cloud CX, tracking service level, queue backlogs, arrival patterns, agent states, and schedule adherence across all vendors, and flag coverage gaps early. 

• Recommend intraday actions such as overtime, VTO, break movements, or skill changes, and communicate coverage risks to vendor WFM teams and supervisors. 

Genesys Cloud CX Forecasting 

• Forecast build: Generate and maintain short-term and long-term forecasts in Genesys Cloud Workforce Engagement Management, including historical data selection, outlier and event handling, and forecast modifications. 

• Planning structure: Work within the agreed business units, planning groups, and service goal templates so that each queue, channel, and vendor is forecast consistently. 

• Validation: Compare Genesys-generated forecasts with client-provided forecasts and statistical models, and document the chosen forecast and its assumptions. 

• Data integrity: Audit historical volume, AHT, and routing data in Genesys, and work with the Workforce Manager to correct data issues caused by queue or routing changes. 

• Reporting: Use Genesys analytics and data exports to report forecast accuracy, forecast-to-actual variance, and capacity gaps. 

Multi-Vendor Alignment 

• Split enterprise capacity requirements across vendors in line with agreed volume allocation and each vendor’s capability, and track each vendor’s planned staffing against its share. 

• Ensure all vendors plan to the same forecast, AHT, shrinkage, and occupancy assumptions set in the WFM as a Service framework. 

• Flag where a vendor’s hiring, attrition, or training plan puts client targets at risk, and model options to rebalance volume or capacity. 

• Provide forecasting and capacity data for vendor performance reviews and client governance forums. 

Collaboration and Reporting 

• Present forecast assumptions, capacity plans, and variance clearly to operations, vendor, and client stakeholders, including non-technical audiences. 

• Support the Workforce Manager with headcount recommendations, reforecasts, and scenario models for client reviews. 

• Practise and ensure compliance with all organisation and client policies and procedures. 

• Perform other duties as assigned. 

Join the A-Team and experience the A-Life!