Senior Analyst, Planning & Forecasting

This is a fully remote position, open to applicants in Texas.

📋 Description

• Facilitate regular Workforce Management discussions with external partners to synchronize on contact volume patterns, performance deficiencies, and staffing strategies.

• Develop optimized headcount and recruitment plans that balance customer satisfaction, service standards, and global cost-effectiveness.

• Communicate adjustments to hiring plans and staffing modifications to Partner Managers.

• Maintain sophisticated staffing models using Python to generate predictive headcount and hiring objectives.

• Evaluate contact flows and staffing precision across both internal teams and external partners.

• Utilize MicroStrategy, Alteryx, and Power BI to query the Enterprise Data Warehouse and create automated reporting solutions.

• Identify trends and root causes from operational data analysis.

• Convert forecasting and capacity outputs into data-driven operational recommendations.

• Collaborate with Partner Managers and external vendors regarding headcount needs and support for contact volume.

• Prepare executive summaries for global leadership review.

• Work in conjunction with Workforce Management, Operations, and Engineering teams to implement hiring strategies.

• Oversee staffing and hiring initiatives for designated global business units.

• Design hiring scenarios to accommodate growth, seasonality, and evolving operational demands.

• Manage communication and reporting workflows that link internal planning with the performance of external partners.

• Enhance the capacity toolkit by mastering new tools or programming languages.

⛳️ Requirements

• A minimum of two (2) years of experience in capacity planning or modeling.

• At least two (2) years of experience in conducting quantitative and qualitative analyses, including statistical and predictive modeling.

• Familiarity with operational planning processes for medium to large organizations.

• High proficiency in SQL-based business intelligence tools such as MicroStrategy, Alteryx, or Power BI.

• Practical knowledge of Python, including the capacity to read, comprehend, and modify existing scripts.

• Proven expertise in conveying analytical insights to key partners and executives.

• Bachelor’s Degree in a relevant quantitative discipline or equivalent specialized experience (preferred, not mandatory).

• Experience in capacity planning or modeling within a contact center environment.

• Proven track record of managing projects and timelines while working directly with partners.

• Experience with programming languages such as R for script development.

• Understanding of database architecture and data modeling principles and techniques.

🏝️ Benefits

• 110 nights of significantly discounted travel, with room rates starting as low as $40/night through the Go Hilton travel program.

• Employee stock purchase program (ESPP) allowing Hilton shares to be acquired at a 15% discount.

• Paid parental leave available for eligible Team Members, including partners and adoptive parents.

• Personalized caregiving concierge services.

• Crisis Concierge support.

• Complimentary counseling and support through the Employee Assistance Program (EAP) for eligible Team Members.

• Generous paid time off (PTO).

• Comprehensive health and welfare benefits, including health insurance plans, dental care, and vision coverage.

• Retirement savings plans.

• Eligibility to take part in the Hilton Annual Incentive (Bonus) Plan.