Senior Workforce Planning Analyst

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

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Aura

WebsiteLinkedInAll Job Openings

501 - 1000 employees

☁️ SaaS

🛍️ eCommerce

👥 B2C

SaaS • eCommerce • B2C

Aura is a leading bio link tool provider, known for its platform Linktree which allows users to unify all their social media links and online presence into a single bio link. With over 50 million users, including creators, influencers, and small businesses, Aura's Linktree helps users efficiently share and monetize their content across various social media platforms like Instagram, TikTok, and Twitter. The platform provides extensive analytics to track audience engagement and optimize link performance. Aura empowers users by offering customizable features, payment integration, and the ability to drive offline traffic online using QR codes, making it a versatile and crucial tool for digital creators and businesses.

📋 Description

• 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

🎯 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

🏖️ Benefits

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