RemoteLeaf Logo
Log in Sign up

Senior Workforce Planning Analyst

1 day, 7 hours ago
United States
Full-time
Senior
Operations Analyst
Data Science and Analytics
Databricks Tableau
Apply Now
Auraverse

Auraverse

Aura offers intelligent digital safety solutions for families, including identity protection, financial security, and online safety guidance.

Professional Services
1-10
Founded 2014
$500M raised
View All Jobs 2

Description

  • Collaborate with CX, Sales, Finance, and outsource partners to align forecasts, staffing strategies, hiring plans, and expenses to business goals.
  • Forecast contact volume, handling times, shrinkage, and occupancy across channels to determine FTE needs, class sizes, and training timing.
  • Own the vendor BPO forecast, ensuring staffing plans, billable hours, and service quality guarantees align with contractual agreements.
  • Develop, execute, and measure forecasting models using multiple methods and improve accuracy through backtesting and error analysis.
  • Create and maintain dashboards and reporting in Tableau, Databricks, Five9, Verint, and Excel to track forecast accuracy and performance trends.
  • Deliver actionable recommendations and executive-level presentations that inform operational and corporate strategy.
  • Conduct scenario modeling and sensitivity analysis to assess the impact of campaigns, launches, or growth initiatives on staffing and cost.
  • Integrate forecasting and capacity planning into the broader WFM ecosystem, aligned with scheduling and real-time management processes.
  • Serve as a trusted advisor on workforce management and call center best practices, including support for tool and technology deployment.
  • Assist with WFM and call center system requests, including configuration, reporting, and access needs, and provide backup support for scheduling and intraday requests.

Requirements

  • 7+ years of experience in forecasting, capacity planning, 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 with the ability to translate complex data into clear business insights.
  • Excellent communication and presentation skills, with comfort presenting to executives and cross-functional leaders.
  • Demonstrated ability to handle sensitive information with discretion and maintain strict confidentiality.
  • Highly self-motivated, curious, driven, and able to work with strong integrity and an ownership mindset.
  • Strong organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
  • US-based remote work eligibility is required.
  • Experience supporting call center workforce management systems is preferred.
  • Knowledge of forecasting accuracy metrics such as MAPE, APE, and MAE is preferred.

Benefits

  • Competitive pay with a salary range of $80,000 to $100,000, depending on experience and location.
  • Generous health and wellness benefits.
  • Retirement savings plans.
  • Parental leave.
  • Remote work arrangement.
  • Inclusive and accessible workplace support.
  • Equal employment opportunities for all qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

UASI Solutions

CDI Auditor

UASI Solutions 251-1K Diversified Financial Services

UASI is hiring an experienced CDI Auditor for a full-time remote role focused on reviewing inpatient clinical documentation for accuracy, compliance, and reimbursement integrity.

Anywhere Full-time Mid Level Operations Analyst Training Specialist
7 hours, 50 minutes ago
Anduril Industries

Product Sourcing Engineer

Anduril Industries 1K-5K Aerospace & Defense

Anduril Industries is hiring a Sourcing Engineer to develop and manage the supply network, procurement strategy, and cost performance for hardware products across their lifecycle in support of advanced defense systems.

United States Full-time Senior Operations Analyst
$111k-$147k
1 day, 7 hours ago
Figma

Workforce Management Analyst

Figma 1K-5K Internet Software & Services

Figma is hiring a Workforce Management Analyst to support Product Support operations by managing capacity planning, vendor performance, and data-driven staffing decisions across internal and outsourced teams.

United States Full-time Mid Level Data Analyst Operations Analyst
$115k-$202k
Looker Python SQL
1 day, 7 hours ago
RemotePro

Business Automation Analyst (Python, AI & Advanced Excel)

RemotePro 11-50 Internet Software & Services

RemotePro.ph is hiring a Business Automation Analyst to help a growing, Philippines-led MSP replace manual workflows with automated systems and more reliable reporting.

Philippines Full-time Mid Level Operations Analyst
Python SQL
1 day, 7 hours ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers