Senior Workforce Planning Analyst

Role Overview

• 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 (MAPE/APE/MAE) 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, ensuring alignment with scheduling and real-time management processes
• Serve as a trusted advisor on workforce management and call center best practices that support the deployment of tools and technology across the organization
• Assist with WFM and call center system requests, ensuring configuration, reporting, and access needs are met
• Provide backup support as needed for scheduling and intraday requests
• Other duties as assigned

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; able 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; able to manage multiple priorities in a fast-paced environment

Tech Stack

• Tableau

Benefits

• competitive pay
• generous health and wellness benefits
• retirement savings plans
• parental leave