Senior Workforce Planning Analyst

Job Description

Role Overview:

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.

 What You’ll Do:

• 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

What You Bring:

• 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

This position is remote, but you must currently be based in the United States and, unfortunately, we do not offer relocation or sponsorship for this role at this time. 

Aura is committed to offering a generous package to support our employees in all aspects of their life in and out of work. Our packages offer competitive pay, generous health and wellness benefits, retirement savings plans, parental leave and much more!

Pay range for this position is $85,000 – 95,000 but may vary depending on job-related knowledge, skills, experience and location.