Senior Workforce Planning Analyst

TL;DR

Senior Workforce Planning Analyst: Delivering forecasting, capacity planning, and workforce insights for customer experience operations with an accent on balancing service goals, cost efficiency, and contractual obligations. Focus on building predictive models, managing BPO vendor performance, and providing executive-ready insights to drive operational strategy.

Location: Must be based in the United States

Salary: $80,000–$100,000

Company

hirify.global is a digital safety company providing a suite of intelligent products to protect millions of customers against online threats.

What you will do

• Collaborate with CX, Sales, and Finance leaders to align staffing strategies and hiring plans with business objectives.
• Forecast contact volume, handling times, and shrinkage to determine FTE requirements and training schedules.
• Manage BPO vendor forecasts and ensure staffing plans align with contractual service quality guarantees.
• Develop and measure forecasting models using methods like backtesting and error analysis.
• Create dashboards in Tableau and Databricks to monitor performance trends and forecast accuracy.
• Conduct scenario modeling to evaluate the impact of product launches and growth initiatives on staffing costs.

Requirements

• Must be based in the United States
• 7+ years of experience in forecasting, capacity planning, or analytics within a contact center environment.
• Proficiency with WFM and analytics tools such as Five9, Verint, NICE, IEX, Tableau, or Databricks.
• Strong ability to translate complex data into clear business insights for executive leadership.
• Excellent communication and presentation skills for cross-functional collaboration.
• Demonstrated ability to handle sensitive information with discretion and integrity.

Culture & Benefits

• Competitive pay and comprehensive health and wellness benefits.
• Retirement savings plans and parental leave.
• Opportunity to work in a fast-paced environment with experienced leadership.
• Commitment to an inclusive and accessible workplace.