Analyst Planning & Forecasting

Overview

The location for this position is virtual/remote.

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.

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares:
  Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate.

• Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

Your role is important and below are some of the fundamental job duties that make your work unique.

• 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 Micro Strategy, 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

• 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.

• 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

• 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., Micro Strategy, Tableau, and Alteryx)

• BA/BS Bachelors Degree
• Experience managing projects and…