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 risk
Translate forecasts into staffing requirements using workforce planning models (Erlang)
Partner with Operations, Scheduling, IT, and Vendor teams to align forecasts with grid events, outages, and business changes
Support emergency preparedness and storm response planning through predictive insights
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
Bachelor's degree in business, Analytics, Economics, Mathematics, or related field
2-5+ years of experience in Workforce Management, forecasting, or analytics
Strong understanding of forecasting techniques, ACD platforms, and staffing models (Erlang)
Advanced Excel and data analysis skills - Experience with WFM platforms (Genesys, NICE, Verint, etc.) with a focus on automation capabilities
Experience with Python, R, SQL, or similar tools for automation and predictive modeling
Familiarity with machine learning concepts and forecasting algorithms
Experience with business intelligence platforms (Power BI, Tableau) for automated reporting
Knowledge of data integration, APIs, and system interoperability
Experience in high-volume, event-driven environments (utility, telecom, etc.)
Strong analytical and problem-solving skills with ability to work with large, complex datasets
Ability to translate technical outputs into business decisions and operational actions
