Senior Workforce Planning Analyst
New
US-based eligibilityFull-TimeSenior
Salary80,000 - 100,000 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- TableauMicrosoft ExcelDatabricks
Requirements
- 7+ years of experience in forecasting, capacity planning, workforce management, or analytics within a contact center or service operations environment.
- Strong expertise in building forecasting models and translating operational data into actionable workforce insights.
- Experience working with WFM and analytics tools such as Five9, Verint, NICE, IEX, Tableau, Databricks, or similar platforms.
- Strong analytical and quantitative skills with the ability to manage complex datasets and improve forecast accuracy.
- Excellent communication and presentation skills, with experience delivering insights to senior leadership.
- Proven ability to collaborate across cross-functional teams including operations, finance, and external vendors.
- High attention to detail with strong organizational and time management skills in a fast-paced environment.
- Ability to handle sensitive operational and business data with discretion and professionalism.
Responsibilities
- Develop, maintain, and enhance forecasting and capacity planning models to determine staffing needs, hiring plans, and workforce allocation across multiple customer support channels.
- Forecast key operational drivers such as contact volumes, handling times, shrinkage, and occupancy to ensure accurate FTE planning.
- Partner with CX leadership, Finance, Sales, and external BPO vendors to align workforce plans with business objectives, demand forecasts, and contractual requirements.
- Own vendor workforce forecasting and performance alignment, ensuring staffing levels, service quality, and cost efficiency are optimized.
- Build dashboards and reporting tools to monitor forecast accuracy, operational performance, and workforce trends using tools such as Tableau, Databricks, Five9, Verint, and Excel.
- Conduct scenario modeling, sensitivity analysis, and forecasting validation to continuously improve accuracy and decision-making.
- Deliver executive-level insights and recommendations that influence workforce strategy, operational planning, and business performance.
- Support broader workforce management operations as needed, including scheduling, intraday adjustments, and system configuration support.
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