Community Support Forecasting and Demand Planning Analyst

What you'll do

• Own short-term, mid-term, and long-term demand forecasting across all global operations channels.
• Design and maintain statistically robust forecasting models using time series and machine learning techniques.
• Perform trend, seasonality, and variance decomposition to detect demand anomalies and structural breaks.
• Conduct scenario modeling and sensitivity analysis to quantify trade-offs between service levels, cost, and utilization.
• Build scalable planning data pipelines and dashboards using SQL and Python to automate capacity models.
• Present forecast assumptions and strategic recommendations to senior leadership in executive-ready formats.
• Align cross-functional stakeholders to embed planning outputs into operational decision-making and execution.
• Implement process improvements and automation to optimize costs while maintaining customer experience outcomes.

What we're looking for

• 10+ years of experience in demand forecasting, capacity planning, workforce analytics, or applied analytics.
• Bachelor’s degree in Mathematics, Statistics, Operations Research, Engineering, Economics, Data Science, or a related quantitative field.
• Strong foundation in probability, statistics, and optimization.
• Hands-on experience building and validating forecasting models and capacity models using time series analysis, regression, and queueing theory.
• Advanced proficiency in Excel, Google Sheets, SQL, Python, and data visualization tools such as Tableau.
• Strong understanding of contact center metrics and experience supporting large-scale global contact center environments (preferred).
• Experience with WFM tools or planning platforms such as NICE, Verint, Aspect, or Anaplan (preferred).
• Excellent communication and executive presentation skills to explain complex analytical concepts to non-technical audiences.