Forecasting Analyst (SDQ)

Position Summary:

Key Responsibilities:

• Develop and maintain short-term and long-term staffing forecasts based on historical data, attrition trends, and operational growth plans.
• Create hiring timelines that account for recruitment cycle time, training length, and ramp-to-productivity periods.
• Partner with Recruitment and Training to ensure alignment between forecasted headcount needs and hiring/training capacity.
• Provide Operations leaders with advance notice of headcount requirements to ensure agents are billable when needed.
• Analyze attrition data to identify trends and anticipate replacement needs.
• Recommend buffer/back-up staffing levels to mitigate the impact of unplanned attrition or absenteeism.
• Build and update forecasting models to reflect changing business conditions and client requirements.
• Prepare regular reports and presentations for leadership to guide staffing decisions.
• Collaborate with Workforce Management to align hiring forecasts with scheduling and capacity planning.
• Continuously evaluate forecast accuracy and implement improvements.

Required Skills/Abilities:

• Advanced English proficiency. 
• Strong analytical and quantitative skills, with the ability to translate data into actionable staffing plans.
• Advanced knowledge of workforce management practices, forecasting techniques, and capacity planning.
• Proficiency in Excel/Google Sheets and forecasting tools (e.g., WFM platforms).
• Ability to interpret attrition, training, and productivity metrics to build accurate forecasts.
• Excellent communication and presentation skills to effectively partner with managers and cross-functional teams.
• Strong problem-solving abilities and a proactive mindset to anticipate operational challenges.
• Detail-oriented with the ability to manage multiple priorities under tight timelines.

Education and Experience:

• Bachelor’s degree in Business, Statistics, Economics, Operations Management, or a related field (or equivalent work experience).
• 2+ years of experience in Workforce Management, Forecasting, Capacity Planning, or related fields.
• Experience in BPO, contact centers, or similar fast-paced environments preferred.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.