Analyst Planning & Forecasting
HOW YOU WILL MAKE AN IMPACT
Your role is important and below are some of the fundamental job duties that make your work unique.
What your day will be like:
- 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 will 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.
What projects you will 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
WHY YOU'LL BE A GREAT FIT
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
WHAT IT IS LIKE WORKING FOR HILTON
Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.
Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP) where you can purchase Hilton shares at a 15 percent discount, a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit and our travel discount. The annual salary range for this role is $50,000-$75,000 and is determined based on applicable and specialized experience and location. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company. #LI_REMOTE
