Senior Workforce Planning Analyst
New
A
AuraDigital Safety
Remote USAFull-TimeSenior
Salary80,000 - 100,000 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- Data AnalysisTableauMicrosoft ExcelDatabricks
Requirements
- 7+ years of experience in forecasting, capacity planning and/ or analytics within a contact center or service operations environment.
- Familiarity with WFM and analytics tools such as Five9, Verint, NICE, IEX, Tableau, Databricks, or similar.
- Strong analytical, forecasting, and capacity planning skills.
- Ability to translate complex data into clear business insights.
- Excellent communication and presentation skills.
- Comfortable working with executives and cross-functional leaders.
- Demonstrated ability to handle sensitive information with discretion and maintain strict confidentiality.
- Highly self-motivated, curious, and driven with strong integrity and ownership mindset.
- Strong organizational and time management skills.
Responsibilities
- Collaborate with Aura CX leaders, Sales, Finance, and Outsource Partners to align forecasts, staffing strategies, hiring plans, and associated expenses to business goals.
- Forecast contact volume, handling times, shrinkage, and occupancy across all channels to determine FTE requirements, new hire class sizes, and training timing.
- Own the vendor (BPO) forecast, ensuring staffing plans, billable hours, and service quality guarantees are aligned with contractual agreements.
- Develop, execute, and measure forecasting models using multiple methods; conduct backtesting and error analysis to improve accuracy.
- Create and maintain dashboards and reporting (Tableau, Databricks, Five9, Verint, Excel) that monitor forecast accuracy, occupancy, and performance trends.
- Deliver actionable recommendations and executive-level presentations that influence operational and corporate strategy.
- Conduct scenario modeling and sensitivity analysis to evaluate the impact of campaigns, product launches, or growth initiatives on staffing and cost.
- Integrate forecast and capacity planning into the broader WFM ecosystem.
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