Note: The job is a remote job and is open to candidates in USA. Aura is on a mission to create a safer internet, offering intelligent digital safety products to millions of customers. The Senior Workforce Planning Analyst will deliver forecasting, capacity planning, and workforce insights to support customer experience operations and ensure alignment with business objectives.
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
Skills
- 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
Benefits
- Generous health and wellness benefits
- Retirement savings plans
- Parental leave
Company Overview