Senior Workforce Planning Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Workforce Planning Analyst based in United States.

This role plays a critical part in enabling customer experience operations to run efficiently, balancing service quality, cost control, and workforce capacity across a fast-scaling environment. You will be responsible for building and maintaining forecasting and capacity planning models that directly inform staffing decisions and operational strategy. The role sits at the intersection of data, operations, and leadership, requiring close collaboration with CX, Finance, Sales, and external partners. You will translate complex operational data into clear, executive-ready insights that guide both short-term staffing actions and long-term planning. This is a highly analytical and business-critical position where accuracy and foresight directly impact customer experience performance. You will operate in a fast-paced, data-driven environment with significant visibility and influence across the organization.

• 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 (MAPE, APE, MAE) 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.

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.

Benefits:

• Competitive salary range ($80,000–$100,000 depending on experience and location).
• Remote-first work environment (US-based eligibility).
• Comprehensive benefits package including healthcare, wellness, and retirement savings plans.
• Paid parental leave and additional family support benefits.
• Opportunity to influence workforce strategy in a high-growth, mission-driven organization.
• Exposure to advanced analytics, forecasting systems, and workforce management technologies.
• Collaborative and fast-paced environment with strong ownership and impact.