Senior Forecast and Capacity Planning Analyst

This is a Full Time Job

Job Summary:

The Senior Analyst, Forecast & Capacity Planning is responsible for developing and maintaining long-term, short-term and intraday volume/demand forecasts. They will also own the creation and maintenance of strategic capacity models that ensure staffing levels align with forecasted demand across assigned business units and regions. This role combines advanced data analysis, scenario modeling, and cross-functional collaboration to support service level goals and operational efficiency. The analyst translates complex data into actionable staffing strategies and serves as a key contributor to long-term planning, business alignment, and overall viewer experience.

Responsibilities and Duties of the Role:
• Responsible for the accuracy and reliability of capacity plans and staffing forecasts.
• Accountable for identifying and mitigating risks related to staffing and service levels.
• Owns the delivery of data-driven recommendations that support strategic workforce decisions.
• Proactively identifies capacity risks and develops mitigation strategies.
• Works independently to analyze data and build models that support operational goals.
• Takes initiative to improve planning processes, tools, and forecasting accuracy.
• Acts as a trusted advisor and communicates insights and recommendations clearly to leadership and cross-functional teams.
• Collaborates effectively with operations, HR, finance, program management and other WFM teams to align planning efforts.
• Prepares and delivers presentations that translate complex data into actionable strategies.
• Manages multiple planning cycles and scenario analyses with competing deadlines.
• Prioritizes tasks based on business impact, urgency, and strategic alignment.
• Balances routine forecasting with ad hoc requests and operational changes.
• Maintains precision in forecasting and modeling to ensure staffing accuracy.
• Uses historical data and performance metrics to inform planning decisions.
• Ensures all models and reports are documented and validated for consistency.

Required Qualifications
(Education, Experience/Skills/Training):
• Bachelor's degree in Business Analytics, Statistics, Operations Management, or related field required; Master's preferred.
• 4+ years of experience in capacity planning, workforce management, or operations analysis.
• Advanced Excel skills and experience with SQL for data manipulation and analysis.
• Proficient in WFM platforms (e.g., NICE, IEX) and BI tools (e.g., Power BI).
• Strong understanding of contact center dynamics, workforce planning methodologies, and system integration.

Preferred Qualifications
• Extensive experience working with multiple global BPO partners at a scale of 5000+ active agents
• Expertise in modeling demand and capacity in a highly seasonal and reactive subscription service environment