Also called: WFM Analyst, Contact Center Forecaster
Predicts how many calls and chats a contact center will get and schedules exactly the right number of agents.
You forecast that Monday morning after a holiday will bring 30% more calls, build schedules for 400 agents and adjust breaks live when volume surges.
Approximate: anchored on Bureau of Labor Statistics data for a broader job group.
Bachelor's degree (4-year), about 3 years after high school. Bachelor's in business or math, or experience rising from agent.
Ways in: 4-year college, On-the-job training. Training cost: Under $15k.
Majors to look at: Business, Mathematics, Statistics.
Growing much faster than average (about 9% over 10 years). Tracks management analysts.
Medium risk in 5 years, high in 10. AI forecasting and scheduling tools now build agent schedules automatically, and there are fewer agents to schedule.
Classes: AP Statistics, Spreadsheets or computer applications.
Official data: O*NET occupation 13-1111.
Career Universe is an early version. Pay, training and AI-risk figures are estimates to start your own research, not verified facts. The research was written with AI research assistants, checked by validation scripts and spot-checked by hand. Check anything important with schools, employers and official sources. How the numbers work.