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/.
Required Skills & Experience
• 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
Nice to Have Skills & Experience
• 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
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.