Responsible for executing forecasting, capacity planning, and performance monitoring for an assigned CES business vertical
Build and maintain short
and long-term demand forecasts using historical data, business inputs, and trend analysis
Develop detailed capacity plans aligned to forecasted demand, productivity assumptions, and service level targets
Monitor business trends, performance metrics, and forecast accuracy to proactively identify risks or variances
Conduct root cause analysis on forecast variances and recommend tactical adjustments
Partner with operations to ensure capacity plans translate into actionable staffing strategies
Support scenario planning and surge-readiness efforts by modeling volume and staffing impacts
Maintain forecasting hygiene, documentation, and assumption tracking to ensure transparency and repeatability
Provide regular reporting and insights on forecast performance, emerging trends, and staffing outlooks
Collaborate with data science and business stakeholders to incorporate new drivers, initiatives, or process changes into forecasts
Continuously refine models and tools to improve accuracy, efficiency, and scalability.

Bachelor’s degree in Business, Analytics, Industrial Engineering, Operations, or related field
4–7+ years of experience in forecasting, workforce planning, capacity modeling, or operational analytics
Strong analytical and modeling skills with advanced proficiency in Excel
Experience with workforce management tools
Ability to interpret data trends and translate them into clear, tactical staffing implications
Experience supporting contact center or retail operations preferred
Strong attention to detail with the ability to manage multiple data inputs and deadlines
Clear communication skills with the ability to present findings to operations partners and leadership
A proactive mindset with a focus on continuous improvement and operational excellence.

Senior Analyst, Workforce Strategy and Planning

Key skills