Senior Analyst, Planning & Forecasting
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Job Description
Senior Analyst optimizing Hilton’s global contact-center staffing and forecasting. Building predictive hiring plans and executive insights for a leading hospitality company.
Responsibilities:
- Lead recurring Workforce Management calls with external partners to align on contact volume trends, performance gaps, and staffing strategies
- Build optimized headcount and hiring plans balancing customer experience, service levels, and global cost efficiencies
- Communicate hiring plan adjustments and staffing changes to Partner Managers
- Maintain advanced staffing models using Python to create predictive headcount and hiring targets
- Analyze contact flows and staffing accuracy across internal and external partner teams
- Use MicroStrategy, Alteryx, and Power BI to query the Enterprise Data Warehouse and build automated reports
- Identify trends and root causes from operational data
- Translate forecast and capacity outputs into data-driven operational guidance
- Align with Partner Managers and external vendors on headcount requirements and contact volume support
- Prepare executive summaries for global leadership
- Collaborate with Workforce Management, Operations, and Engineering teams to operationalize hiring plans
- Lead staffing and hiring plans for assigned global business units
- Design hiring scenarios for growth, seasonality, and changing operational needs
- Oversee communication and reporting workflows connecting internal planning with external partner performance
- Improve the capacity toolkit by mastering new tools or languages
Requirements:
- Two (2) years of experience in capacity planning or modeling
- Two (2) years of experience in quantitative and qualitative analysis, including statistical and predictive models
- Familiarity with operational planning for medium to large organizations
- High level of proficiency in SQL-based BI tools such as MicroStrategy, Alteryx, or Power BI
- Working knowledge of Python, including the ability to read, understand, and modify existing scripts
- Expertise in communicating analytical findings to important partners and executives
- Bachelor's Degree in a related quantitative field or equivalent specialized experience (useful, not required)
- Experience in capacity planning or modeling in a contact center environment
- Experience managing projects and timelines and working directly with partners
- Experience using programming languages such as R to build scripts
- Knowledge of database architecture and data modeling principles and techniques
Benefits:
- 110 nights of deeply discounted travel, with room rates as low as $40/night through the Go Hilton travel program
- Employee stock purchase program (ESPP) with Hilton shares available at a 15% discount
- Paid parental leave for eligible Team Members, including partners and adoptive parents
- Personalized caregiving concierge services
- Crisis Concierge support
- Free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members
- Generous paid time off (PTO)
- Health and welfare benefits, including health plans, dental cleanings, and vision coverage
- Retirement plans
- Eligibility to participate in the Hilton Annual Incentive (Bonus) Plan
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