About the role
Exceptional Hospitality Starts with You
This is your opportunity to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. You will support forecasting and workforce planning for Hilton Reservation and Customer Care contact centers globally. As a Forecasting and Planning Analyst, you deliver demand forecasts and staffing plans that support service level, guest experience, employee experience, and cost objectives. You will apply business intelligence tools, statistical modeling, and performance measurement to evaluate trends, assess operational risk, and support planning decisions across short- and long-term horizons.
Reporting to the Senior Manager of Forecasting, Planning and Analytics within the System Operations team, you partner with Workforce Management, Operations, Content, and Process teams to operationalize forecasts and hiring plans. The position requires strong analytical fundamentals, the skill to manage multiple priorities in a fast-paced environment, and a solid understanding of contact center operations to support consistent, data-driven decision making across the HRCC organization.
What you'll do during a typical day:
- Produce short- and long-term workload forecasts for contact volume and handle time across channels
- Build staffing, headcount, and hiring plans aligned to service level, cost, and employee experience goals
- Monitor forecast accuracy and explain variances across volume, AHT, staffing, and service levels
- Analyze intraday contact flow and routing patterns to identify planning and optimization opportunities
- Maintain forecasting models using tools such as MicroStrategy, Alteryx, R, and Python
- Ensure data integrity and translate forecast outputs into clear operational guidance
- Provide insights and trends for the lines of business you work with
How you'll collaborate with others:
- Partner with Workforce Management, Operations, Scheduling, Engineering and Leadership teams globally
- Advise business leaders using data-driven insights and concise recommendations
- Present forecasts, risks, and scenarios to technical and non-technical audiences
- Collaborate with BI and analytics peers to align assumptions and performance narratives.
Projects you'll take ownership of:
- End-to-end ownership of forecasts and staffing plans for assigned business areas
- Forecast model enhancements and automation to improve accuracy and efficiency
- Hiring plan scenarios tied to growth, seasonality, and operational change
- Forecast accuracy reporting and root cause analysis
What It Takes to Make the Stay
You have these minimum qualifications:
- One (1) year of experience in Statistical and Predictive Analytical Models
- One (1) year of experience in Quantitative and Qualitative analysis using tools such as Microsoft Excel and Access
- Experience with SQL or SQL-based Business Intelligence tools (e.g., MicroStrategy, Tableau, and Alteryx)
It would be useful if you have:
BA/BS Bachelor's Degree
- Experience managing projects and timelines, working directly with partners
- One (1) year of experience in Capacity Planning or Modeling
- Experience using programming languages to build scripts such as R or Python
- Knowledge of database architecture and data modeling principles and techniques