Senior Workforce Planning Analyst

Aura

1d•$80,000 - $100,000•Remote

About The Position

The Senior Workforce Planning Analyst will be responsible for delivering forecasting, capacity planning, and workforce insights that enable Aura’s customer experience operations to achieve service, cost, and efficiency goals. This role partners with Aura customer service leaders, sales leaders, finance, and outsource partners to ensure staffing aligns with business objectives, contractual obligations, and customer demand. The analyst provides recommendations and executive-ready insights that directly inform leadership decisions, helping to balance customer satisfaction with financial performance.

Requirements

7+ years of experience in forecasting, capacity planning and/ or analytics within a contact center or service operations environment
Familiarity with WFM and analytics tools such as Five9, Verint, NICE, IEX, Tableau, Databricks, or similar
Strong analytical, forecasting, and capacity planning skills; able to translate complex data into clear business insights
Excellent communication and presentation skills; comfortable working with executives and cross-functional leaders
Demonstrated ability to handle sensitive information with discretion and maintain strict confidentiality
Highly self-motivated, curious, and driven with strong integrity and ownership mindset
Strong organizational and time management skills; able to manage multiple priorities in a fast-paced environment

Responsibilities

Collaborate with Aura CX leaders, Sales, Finance, and Outsource Partners to align forecasts, staffing strategies, hiring plans, and associated expenses to business goals
Forecast contact volume, handling times, shrinkage, and occupancy across all channels to determine FTE requirements, new hire class sizes, and training timing
Own the vendor (BPO) forecast, ensuring staffing plans, billable hours, and service quality guarantees are aligned with contractual agreements
Develop, execute, and measure forecasting models using multiple methods; conduct backtesting and error analysis (MAPE/APE/MAE) to improve accuracy
Create and maintain dashboards and reporting (Tableau, Databricks, Five9, Verint, Excel) that monitor forecast accuracy, occupancy, and performance trends
Deliver actionable recommendations and executive-level presentations that influence operational and corporate strategy
Conduct scenario modeling and sensitivity analysis to evaluate the impact of campaigns, product launches, or growth initiatives on staffing and cost
Integrate forecast and capacity planning into the broader WFM ecosystem, ensuring alignment with scheduling and real-time management processes
Serve as a trusted advisor on workforce management and call center best practices that support the deployment of tools and technology across the organization
Assist with WFM and call center system requests, ensuring configuration, reporting, and access needs are met
Provide backup support as needed for scheduling and intraday requests
Other duties as assigned