Senior Business Analyst
Core
Lead forecasting and staffing for outsourced customer support hubs, optimizing agent allocation and costs through data-driven insights and AI integration.
Role type
Senior Business Analyst (Workforce Planning & Forecasting)
Builds
Global contact forecasts, AI-driven staffing plans, and productivity savings initiatives for customer support operations.
Domain
Logistics/Delivery industry + Workforce Management
Deliverable
production ML models
Required skills
SQL, Python, statistics, time series forecasting, data visualization, project management, stakeholder influence, AI workflow integration
Preferred skills
Time series forecasting methods, backtesting frameworks, accuracy metrics (WAPE, BIAS), platform/marketplace business experience, workforce management experience
Technologies
SQL, Python
Responsibilities
Define and streamline forecasting best practices; aggregate global contact volumes and distribute needs to hubs; forecast impact of AI agents on human contact volumes; improve forecast accuracy and quantify overstaffing costs; drive Productivity SteerCo to identify and deliver cost savings.
Seniority
Senior, hands-on IC
