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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