Aura - Senior Workforce Planning Analyst
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 • 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 $80,000 - 100,000 but may vary depending on job-related knowledge, skills, experience and location. This position is remote, but candidates but be US-based. • Aura is proud to be an equal employment workplace. All qualified applicants will be considered for employment without regard to, and will not be discriminated against based on race, color, ancestry, national origin, religion, age, sex, gender, marital status, sexual orientation, gender identity, disability status, veteran status, or any protected category. Beyond equal employment opportunity, Aura is committed to being an inclusive community where all feel welcome. • Aura is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please let your Talent Acquisition Partner know. • Important privacy information for United States based job applicants can be found here.
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
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