Senior Analyst, Planning & Forecasting

About the role

This role is based at our corporate office in Dallas, TX or Remote. This is your opportunity to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world.

Responsibilities

• Lead recurring Workforce Management calls with external partners to synchronize on contact volume trends, performance gaps, and execution of staffing strategies.
• Build optimized headcount and hiring plans by managing customer experience, service levels, and global cost efficiencies.
• Be the primary contact for communicating hiring plan adjustments and staffing changes to Partner Managers to ensure seamless contact center coverage.
• Maintain advanced staffing models using Python to create predictive targets for headcount and hiring needs.
• Analyze contact flows and track staffing accuracy to measure operational efficiency across internal and external partner teams.
• Use tools like MicroStrategy, Alteryx, and Power BI to query the Enterprise Data Warehouse and build automated reports to identify trends and discover root causes of results.
• Translate complex forecast and capacity outputs into clear, data-driven operational guidance for business owners.

Requirements

• Two (2) years of experience in Capacity Planning or Modeling in a contact center environment
• One (1) year of experience in Quantitative and Qualitative analysis including the use of statistical and predictive models
• High level of proficiency in SQL-based BI tools (e.g., MicroStrategy, Alteryx, or Power BI)
• Working knowledge of Python, including the skill to read, understand, and modify existing scripts
• Expertise in communicating analytical findings to important partners and executives

Qualifications

• Bachelor's Degree in a related quantitative field (Mathematics, Statistics, Computer Science) or equivalent specialized experience
• Experience managing projects and timelines, working directly with partners
• Experience using programming languages to build scripts such as R
• Knowledge of database architecture and data modeling principles and techniques

Skills

• Advanced business intelligence and predictive modeling skills
• Proficiency in Python and SQL-based BI tools
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills

Benefits

At Hilton, we offer a comprehensive benefits package to support your mental and physical well-being, so you can thrive personally and professionally. The pay range for this role is $60,000 – $85,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.

Pay

$60,000 – $85,000

Schedule

N/A