Senior Analyst, Capacity Planning

Job Summary

To support a growing Customer Care Team, the full-time Senior Analyst, Capacity Planning and Forecasting will manage headcount and hiring strategies for Hilton's global reservation and customer care contact centers, utilizing advanced business intelligence and predictive modeling to enhance guest experiences and optimize costs, with the option to work remotely.

Key responsibilities

• Lead Workforce Management calls with external partners to synchronize on contact volume trends and staffing strategies
• Build and optimize headcount and hiring plans while ensuring customer experience and service levels are met
• Maintain advanced staffing models using Python to create predictive targets for headcount and hiring needs

Required qualifications

• Two years of experience in Capacity Planning or Modeling in a contact center environment
• One year of experience in quantitative and qualitative analysis using statistical and predictive models
• High proficiency in SQL-based BI tools such as MicroStrategy, Alteryx, or Power BI
• Working knowledge of Python, including the ability to read and modify existing scripts
• Expertise in communicating analytical findings to partners and executives