[Remote] Senior Analyst, Planning & Forecasting

Note: The job is a remote job and is open to candidates in USA. Hilton is a global leader in hospitality, and they are seeking a Senior Analyst in Planning & Forecasting. This role is responsible for the headcount and hiring strategies for Hilton Reservation and Customer Care contact centers globally, utilizing advanced business intelligence and predictive modeling to optimize operations.

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
• Engage with Partner Managers and external vendors to align on headcount requirements and contact volume support
• Translate staffing model outputs and operational variances into clear, actionable executive summaries for global leadership
• Collaborate with Workforce Management, Operations, and Engineering teams to operationalize hiring plans
• Work across teams and functions, embracing diverse perspectives to arrive at solutions to staff and support our customers
• Lead the development of staffing and hiring plans for assigned global business units
• Design complex hiring scenarios tied to growth, seasonality, and shifting operational needs
• Oversee the communication and reporting workflows that bridge internal planning with external partner performance
• Challenge the status quo by mastering new tools or languages to improve the capacity toolkit

Skills

• 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
• 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

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what’s next

Company Overview

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