Community Support Forecasting and Demand Planning Analyst
Core
Demand forecasting and long-term planning for multi-channel contact center operations to ensure optimal resource allocation and service levels.
Role type
Senior IC demand planning and forecasting analyst
Builds
Scalable planning data pipelines, dashboards, and automated forecasting/capacity models
Domain
Travel hospitality + contact center workforce management
Deliverable
production ML models | dashboards & analysis
Required skills
Time series analysis, statistical modeling, SQL, Python, Excel, data visualization, contact center metrics, scenario planning
Preferred skills
WFM tools (NICE, Verint, Aspect), planning platforms (Anaplan), Erlang/queueing theory
Technologies
Python, SQL, Tableau, Excel, Google Sheets, Anaplan, NICE, Verint, Aspect
Responsibilities
Design and maintain statistically robust demand forecasting models using time series and machine learning; build scalable planning data pipelines and automate forecasting models; present forecast assumptions and recommendations to senior leadership; align cross-functional stakeholders on planning outputs; identify and implement process improvements in demand and capacity planning.
Seniority
Senior, hands-on IC
