Community Support Forecasting and Demand Planning Analyst
Core
Demand forecasting and long-term planning for multi-channel contact center operations to ensure right resource allocation and optimize cost/productivity.
Role type
Senior IC demand forecasting and capacity planning analyst
Builds
Scalable planning data pipelines, dashboards, and automated forecasting/capacity models
Domain
Travel hospitality (Airbnb) + Contact Center Operations
Deliverable
production ML models | dashboards & analysis
Required skills
Time series analysis, ARIMA, regression modeling, Erlang/queueing theory, statistical accuracy metrics (MAPE, RMSE), SQL, Python, Excel, Tableau, WFM tools (NICE, Verint, Aspect), Anaplan
Preferred skills
Large-scale global contact center environment experience, advanced business acumen for cost/CX trade-offs
Technologies
Python, SQL, Tableau, Anaplan, NICE, Verint, Aspect
Responsibilities
Design and maintain statistically robust demand forecasting models; build scalable planning data pipelines and automate capacity models; present forecast assumptions and recommendations to senior leadership; align cross-functional stakeholders on planning outputs; identify and implement process improvements in demand/capacity planning.
Seniority
Senior, hands-on IC
