Sr Analyst, Forecast & Capacity Planning
$75,700–$101,400 year
On-siteSan Antonio, Texas, United States or Santa Monica, California, United States
Job Summary
Develop and maintain long-term, short-term, and intraday volume/demand forecasts to ensure staffing levels align with forecasted demand across assigned business units and regions. Own the creation and maintenance of strategic capacity models that support service level goals and operational efficiency. Proactively identify capacity risks, develop mitigation strategies, and translate complex data into actionable staffing strategies through advanced data analysis and scenario modeling. Collaborate with operations, HR, finance, and other workforce management teams to align planning efforts and deliver presentations that guide strategic workforce decisions. Manage multiple planning cycles and scenario analyses with competing deadlines while maintaining precision in forecasting and modeling to ensure staffing accuracy.
Required Qualifications
- Bachelor's degree in Business Analytics, Statistics, Operations Management, or related field
- 4+ years of experience in capacity planning, workforce management, or operations analysis
- Advanced Excel skills
- Experience with SQL for data manipulation and analysis
- Proficiency in WFM platforms (e.g., NICE, IEX)
- Proficiency in BI tools (e.g., Power BI)
- Strong understanding of contact center dynamics
- Strong understanding of workforce planning methodologies
- Strong understanding of system integration
Desired Qualifications
- Master's degree
- 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
- Industry knowledge of live sports and entertainment, with an emphasis on South American and Latin American sports, including cultural dynamics, broadcast/streaming trends, and audience behaviors
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