To support customer experience operations, the full-time remote Senior Workforce Planning Analyst will deliver forecasting, capacity planning, and workforce insights while collaborating with various stakeholders to align staffing with business objectives and customer demand. Key responsibilities: Collaborate with customer service and sales leaders to align forecasts and staffing strategies with business goals Develop and measure forecasting models, conducting backtesting and error analysis to improve accuracy Create and maintain dashboards and reporting tools to monitor forecast accuracy and performance trends Required qualifications: 7+ years of experience in forecasting, capacity planning, or analytics within a contact center or service operations environment Familiarity with WFM and analytics tools such as Five9, Verint, NICE, or Tableau Strong analytical skills with the ability to translate complex data into actionable business insights Excellent communication and presentation skills, comfortable engaging with executives Demonstrated ability to handle sensitive information with discretion and maintain confidentiality