Senior Workforce Planning Analyst

Job Summary

A company is looking for a Senior Workforce Planning Analyst.

Key Responsibilities

• Collaborate with customer experience leaders, sales, finance, and outsource partners to align forecasts and staffing strategies with business goals
• Forecast contact volume and determine FTE requirements, new hire class sizes, and training timing
• Create and maintain dashboards and reports to monitor forecast accuracy and performance trends

Required Qualifications

• 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, or Tableau
• Strong analytical and forecasting skills with the ability to translate complex data into business insights
• Demonstrated ability to handle sensitive information with discretion
• Highly self-motivated and organized, capable of managing multiple priorities in a fast-paced environment