Aura is a mission driven digital security company dedicated to creating a safer internet.
Senior Workforce Planning Analyst
Location
United States
Posted
2 days ago
Salary
$80K - $100K / year
Seniority
Senior
Job Description
Senior Workforce Planning Analyst
Aura
• 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
Job 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
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