Senior Workforce Planning Analyst

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

📋 Description

• Collaborate with Aura CX leadership, Sales, Finance, and Outsource Partners to synchronize forecasts, staffing strategies, hiring plans, and relevant expenses with business objectives.

• Predict contact volume, handling times, shrinkage, and occupancy across all channels to ascertain FTE needs, new hire class sizes, and training schedules.

• Take ownership of the vendor (BPO) forecast, ensuring that staffing plans, billable hours, and service quality guarantees align with contractual obligations.

• Develop, implement, and assess forecasting models utilizing various methods; perform backtesting and error analysis (MAPE/APE/MAE) to enhance accuracy.

• Create and manage dashboards and reports (Tableau, Databricks, Five9, Verint, Excel) that track forecast precision, occupancy, and performance trends.

• Provide actionable insights and executive-level presentations that shape operational and corporate strategies.

• Execute scenario modeling and sensitivity analysis to assess the impact of campaigns, product launches, or growth initiatives on staffing and expenses.

• Integrate forecasting and capacity planning within the wider WFM ecosystem, ensuring coherence with scheduling and real-time management processes.

• Act as a trusted advisor on workforce management and call center best practices that facilitate the implementation of tools and technology throughout the organization.

• Support WFM and call center system requests, ensuring that configuration, reporting, and access requirements are fulfilled.

• Provide backup assistance as necessary for scheduling and intraday requests.

• Perform other duties as assigned.

⛳️ Requirements

• A minimum of 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 platforms.

• Strong analytical, forecasting, and capacity planning abilities; capable of translating intricate data into clear business insights.

• Excellent communication and presentation skills; comfortable engaging with executives and cross-functional teams.

• Proven ability to handle sensitive information with discretion and maintain strict confidentiality.

• Highly self-motivated, inquisitive, and driven, with a strong sense of integrity and ownership mentality.

• Exceptional organizational and time management skills; adept at managing multiple priorities in a dynamic environment.

🏝️ Benefits

• Competitive pay

• Generous health and wellness benefits

• Retirement savings plans

• Parental leave