Forecasting Analyst III

Trident Consulting is seeking a "Forecasting Analyst III" for one of our client in "Irwindale, CA" . A leading organization in workforce operations and analytics. Title: Forecasting Analyst III Location: Irwindale, CA- 91702 Contract – w2 (12+ Months) Pay Rate: $44 - $49/hr on w2 Job Description: Job duties may include: create detailed design documentation for the development of computer systems in accordance to business needs; devising, configuring, operating, and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business, department, team, or functional goals. Day-to-Day Responsibilities:
This role is responsible for building workforce plans that support day-to-day operations
Includes forecasting, staffing plans, schedule development, and performance analysis
Work closely with Operations, Systems, and vendors to maintain service levels
Understand operational performance, explain drivers, and recommend actionable improvements Required Skills & Attributes:
Hands-on WFM experience in a contact center (forecasting, scheduling, performance analysis)
Strong understanding of call center metrics:
Forecast inputs (volume, AHT, shrinkage)
Service level / ASA
Abandon rate, occupancy, adherence, backlog
Ability to translate data into operational recommendations
Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)
Experience creating staffing plans and explaining trade-offs (service vs cost)
Ability to work in ambiguity and changing priorities (weather, outages, system issues)
Strong communication skills
Strong stakeholder management with Operations and vendors
High attention to detail and documentation Desired Skills & Attributes:
Experience with WFM platforms:
Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio
Experience with multi-site or vendor/BPO operations
Multi-skill routing and queue/skill strategy experience
Knowledge of intraday management (OT, VTO, reassignments, skill changes)
Capacity planning for seasonal peaks and event-driven changes
SQL, Power BI/Tableau, or data modeling experience
Experience with reporting automation and governance routines
Familiarity with labor rules, union environments, and timekeeping systems
Experience mentoring and driving WFM best practices Education & Experience:
Bachelor’s degree in business, technical discipline, or equivalent experience
Degree preferred OR 4–6 years of direct contact center WFM experience
Minimum 5+ years of experience in resource management and/or business planning
Overall experience required: 3–5+ years.