Senior Workforce Planning Analyst

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $80.000 - $100.000 / ano

⏰ Tempo Integral

🟠 Sênior

🧐 Analista

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Aura

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

☁️ SaaS

🛍️ Comércio Eletrônico

👥 B2C

SaaS • eCommerce • B2C

Aura é um provedor líder de ferramentas de bio links, conhecido por sua plataforma Linktree, que permite aos usuários unificar todos os seus links de redes sociais e presença online em um único link de bio. Com mais de 50 milhões de usuários, incluindo criadores, influenciadores e pequenas empresas, o Linktree da Aura ajuda os usuários a compartilhar e monetizar eficientemente seu conteúdo em várias plataformas de mídia social, como Instagram, TikTok e Twitter. A plataforma fornece análises extensivas para rastrear o engajamento do público e otimizar o desempenho dos links. A Aura capacita os usuários oferecendo recursos personalizáveis, integração de pagamento e a capacidade de direcionar tráfego offline para online usando códigos QR, tornando-se uma ferramenta versátil e crucial para criadores digitais e empresas.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• competitive pay • generous health and wellness benefits • retirement savings plans • parental leave