Responsibilities:
- Engage in forecasting and capacity planning
- Develop short‑term, mid‑term, and long‑term forecasts for call and digital contact volumes using historical data, seasonality, and business drivers
- Maintain and continuously improve forecast accuracy at interval, daily, weekly, and monthly levels
- Analyze forecast variance and provide root‑cause explanations and corrective actions
- Incorporate assumptions such as promotions, policy changes, product launches, holidays, and external events
- Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment
Workforce Management Tools:
- Build and maintain forecasts within NICE Workforce Management (or equivalent tools such as Verint, Aspect, Calabrio, Genesys WFM)
- Partner with scheduling teams to convert forecasts into staffing plans and schedules
- Ensure proper configuration of forecast models, shrinkage assumptions, and workload profiles
Performance & Analytics:
- Track key KPIs including forecast accuracy, service level attainment, occupancy, shrinkage, and productivity
- Prepare dashboards, reports, and executive‑ready insights for leadership
- Identify opportunities to optimize staffing efficiency while maintaining customer experience
- Act with integrity, professionalism, and personal responsibility to uphold the firm’s respectful and courteous work environment.
Stakeholder Collaboration:
- Work closely with Operations, Scheduling, Finance, and Business partners to align forecasts with business plans
- Support scenario modeling for volume surges, cost optimization, and staffing strategy decisions
- Provide recommendations on hiring, overtime, outsourcing, and capacity trade‑offs
Required Qualifications:
- Minimum three years of recent experience in call center forecasting or workforce management
- Hands‑on experience with NICE WFM (strongly preferred) or similar workforce management tools
- Strong understanding of call center metrics (AHT, ASA, SL, occupancy, shrinkage)
- Advanced analytical skills with Excel; experience with BI tools (Power BI, Tableau, and more) preferred
- Ability to analyze large datasets and communicate insights clearly to non‑technical stakeholders
Preferred Qualifications:
- Experience supporting multi‑channel contact centers (voice, chat, email, digital)
- Exposure to large, complex contact center environments (enterprise‑scale operations)
- Knowledge of Erlang‑based and alternative forecasting methodologies
- Experience working with offshore / nearshore delivery models
Soft Skills & Competencies:
- Strong problem‑solving and critical‑thinking skills
- Clear written and verbal communication
- Ability to manage ambiguity and shifting priorities
- Collaborative mindset with strong stakeholder management skills
Success Measures:
- Improved forecast accuracy and reduced variance
- Consistent achievement of service level and efficiency targets
- Actionable insights that influence staffing and operational decisions
- Strong partnership with operations and scheduling teams
KPMG LLP (“KPMG”) seeks a contractor in the United States to provide service to KPMG through one of our contracted employer/agency service providers. All applicants for any KPMG role are expected to act with integrity, professionalism, and personal responsibility to uphold the firm’s respectful and courteous work environment. All applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).
Nothing herein shall be deemed to create an employer-employee relationship between contractor and KPMG, nor shall contractor be considered a representative or agent of KPMG.
KPMG LLP and its subsidiaries comply with all local/state regulations in regard to displaying pay rate ranges. The pay rate range(s) displayed is/are specifically for those contracted who will perform work in or reside in the location(s) listed, if selected for the role. Pay is determined based on a variety of factors including market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), and specific location, for example. Additionally, applicants may be required to apply and become employed by a service provider utilized by KPMG, and final pay rate(s) and/or eligibility for additional benefits may be determined by such provider.
KPMG LLP, its subsidiaries, and its agency service providers (including, but not limited to, MBO Partners Inc., Magnit LLC, and TalentBurst Inc.) are equal opportunity employers/contractors. All qualified applicants are considered without regard to race, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, physical or mental handicap unrelated to ability, pregnancy, veteran status, unfavorable discharge from military service, genetic information, or other legally protected status.
Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pay Rate Range
70 - 85 USD hourly
