Workforce Management Forecast Specialist

Resource Innovations is seeking a Workforce Management Forecast Specialist to join our growing team in Salt Lake City. We are seeking a highly skilled and motivated Workforce Management Forecast Specialist with a strong background in call center forecasting to join our dynamic team. As an/a Workforce Management Forecast Specialist you will be responsible for developing accurate short-term and long-term forecasts to support staffing and operational planning across customer service channels.

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change.

Duties and Responsibilities

• Develop and maintain daily, weekly, monthly, and annual forecasts for call volumes, chat, email, and other customer contact channels
• Analyze historical data, seasonal trends, and business drivers to improve forecast accuracy
• Monitor forecast performance and adjust models as needed to reflect changing business conditions
• Partner with scheduling and real-time teams to align forecasts with staffing plans
• Present forecast insights and recommendations to leadership and stakeholders
• conduct "what-if" analyses to assess the impact of business changes, marketing campaigns, or external factors
• Provide contingency plans for unexpected volume spikes or staffing shortages
• Other duties as assigned.

Requirements

• Bachelor's degree in Business, Statistics, Mathematics, or related field (or equivalent experience)
• 2+ years of experience in workforce management, forecasting, or data analysis in a contact center environment
• Proficiency in WFM platforms (e.g., Calabrio, NICE, Verint)
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Interest in sustainability and passionate about making a meaningful impact on the environment.

Preferred skills, education and experience

• Experience with Calabrio WFM, Amazon Connect, and Salesforce platforms 

Benefits

About Resource Innovations

Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change.

Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work.

Compensation & Benefits

Resource Innovations offers competitive salaries based on a candidate's skills, experience and qualifications for the position.  The compensation range for the base salary for this position is $20 - $23.00 per hour.  In addition to base pay, employees are eligible for a discretionary annual bonus.  The stated salary represents the expected compensation for this position.  Final compensation will be determined based on factors such as the candidate's experience, education and location. 

We also offer a comprehensive benefits package that includes three weeks of paid vacation per year; paid holidays; a 401(k)-retirement plan with employer matching; health, dental and vision insurance; and other supplemental benefits. 

Employment with Resource Innovations is contingent upon the successful completion of a comprehensive background check and reference check. If applicable to the position, a pre-employment drug screen may also be required.

The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice.