Senior Analyst Capacity Planning & Forecasting

Hilton•Addison, TX

23h•Hybrid

About The Position

This role is based at our corporate office in Dallas, TX or Remote. Exceptional Hospitality Starts with You. This is your opportunity to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Senior Analyst Capacity Planning and Forecasting, you hold primary accountability for the headcount and hiring strategies that power Hilton Reservation and Customer Care contact centers globally. Unlike a traditional analyst role, you will focus on strategically balancing exceptional guest experiences, service level performance, and global cost optimization. You will use advanced business intelligence and predictive modeling to mitigate operational risk and lead long-term planning decisions. Reporting to the Senior Manager of Forecasting, Planning and Analytics, you serve as the strategic consultant to our Partner Managers and external service providers. You lead the roadmap that brings global hiring decisions to life, distilling complex data into executive-level insights and owning global initiatives from concept through delivery.

Requirements

Two (2) years of experience in Capacity Planning or Modeling in a contact center environment
One (1) year of experience in Quantitative and Qualitative analysis including the use of statistical and predictive models
High level of proficiency in SQL-based BI tools (e.g., MicroStrategy, Alteryx, or Power BI)
Working knowledge of Python, including the skill to read, understand, and modify existing scripts
Expertise in communicating analytical findings to important partners and executives

Nice To Haves

Bachelor's Degree in a related quantitative field (Mathematics, Statistics, Computer Science) or equivalent specialized experience.
Experience managing projects and timelines, working directly with partners
Experience using programming languages to build scripts such as R
Knowledge of database architecture and data modeling principles and techniques

Responsibilities

Lead recurring Workforce Management calls with external partners to synchronize on contact volume trends, performance gaps, and execution of staffing strategies.
Build optimized headcount and hiring plans by managing customer experience, service levels, and global cost efficiencies.
Be the primary contact for communicating hiring plan adjustments and staffing changes to Partner Managers to ensure seamless contact center coverage.
Maintain advanced staffing models using Python to create predictive targets for headcount and hiring needs.
Analyze contact flows and track staffing accuracy to measure operational efficiency across internal and external partner teams.
Use tools like MicroStrategy, Alteryx, and Power BI to query the Enterprise Data Warehouse and build automated reports to identify trends and discover root causes of results.
Translate complex forecast and capacity outputs into clear, data-driven operational guidance for business owners.
Engage with Partner Managers and external vendors to align on headcount requirements and contact volume support.
Translate staffing model outputs and operational variances into clear, actionable executive summaries for global leadership.
Collaborate with Workforce Management, Operations, and Engineering teams to operationalize hiring plans.
Work across teams and functions, embracing diverse perspectives to arrive at solutions to staff and support our customers.
Lead the development of staffing and hiring plans for assigned global business units.
Design complex hiring scenarios tied to growth, seasonality, and shifting operational needs.
Oversee the communication and reporting workflows that bridge internal planning with external partner performance.
Challenge the status quo by mastering new tools or languages to improve the capacity toolkit.

Benefits

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
Generous paid time off (PTO)
Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
Financial security for your future – Our retirement plans make it easier to save for what's next
Hilton Annual Incentive (Bonus) Plan