Aura798
Senior Workforce Planning Analyst
Remote USA · Senior
Sponsorship not specified$80k-$100kDetected 25 days ago
DatabricksData VisualizationForecastingExcelCustomer SupportLeadershipCommunicationTime ManagementPublic Speaking
About the role
- The Senior Workforce Planning Analyst will be responsible for delivering forecasting, capacity planning, and workforce insights that enable Aura's customer experience operations to achieve service, cost, and efficiency goals.
- The analyst provides recommendations and executive-ready insights that directly inform leadership decisions, helping to balance customer satisfaction with financial performance.
- Conduct scenario modeling and sensitivity analysis to evaluate the impact of campaigns, product launches, or growth initiatives on staffing and cost
Responsibilities
- Collaborate with Aura CX leaders, Sales, Finance, and Outsource Partners to align forecasts, staffing strategies, hiring plans, and associated expenses to business goals
- 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
- 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
- Serve as a trusted advisor on workforce management and call center best practices that support the deployment of tools and technology across the organization
- Provide backup support as needed for scheduling and intraday requests
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
- 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
Skills
- 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
Compensation
- Pay range for this position is $80,000 - 100,000 but may vary depending on job-related knowledge, skills, experience and location.
Benefits
- Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!
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