Senior Analyst Capacity Planning & Forecasting

This role is based at our corporate office in Dallas, TX or Remote

This is your opportunity to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Senior Analyst Capacity Planning and Forecasting, you hold primary accountability for the headcount and hiring strategies that power Hilton Reservation and Customer Care contact centers globally. Unlike a traditional analyst role, you will focus on strategically balancing exceptional guest experiences, service level performance, and global cost optimization.

You will use advanced business intelligence and predictive modeling to mitigate operational risk and lead long‑term planning decisions.

Reporting to the Senior Manager of Forecasting, Planning and Analytics, you serve as the strategic consultant to our Partner Managers and external service providers. You lead the roadmap that brings global hiring decisions to life, distilling complex data into executive‑level insights and owning global initiatives from concept through delivery.

What you'll do during a typical day:

• Lead recurring Workforce Management calls with external partners to synchronize on contact volume trends, performance gaps, and execution of staffing strategies.
• Build optimized headcount and hiring plans by managing customer experience, service levels, and global cost efficiencies.
• Be the primary contact for communicating hiring plan adjustments and staffing changes to Partner Managers to ensure seamless contact center coverage.
• Maintain advanced staffing models using Python to create predictive targets for headcount and hiring needs.
• Analyze contact flows and track staffing accuracy to measure operational efficiency across internal and external partner teams.
• Use tools like Micro Strategy, Alteryx, and Power BI to query the Enterprise Data Warehouse and build automated reports to identify trends and discover root causes of results.
• Translate complex forecast and capacity outputs into clear, data‑driven operational guidance for business owners.

How you'll collaborate with others:

• Engage with Partner Managers and external vendors to align on headcount requirements and contact volume support.
• Translate staffing model outputs and operational variances into clear, actionable executive summaries for global leadership.
• Collaborate with Workforce Management, Operations, and Engineering teams to operationalize hiring plans.
• Work across teams and functions, embracing diverse perspectives to arrive at solutions to staff and support our customers.

Projects you'll take ownership of:

• Lead the development of staffing and hiring plans for assigned global business units.
• Design complex hiring scenarios tied to growth, seasonality, and shifting operational needs.
• Oversee the communication and reporting workflows that bridge internal planning with external partner performance.
• Challenge the status quo by mastering new tools or languages to improve the capacity toolkit.

What It Takes to Make the Stay

• Two (2) years of experience in Capacity Planning or Modeling in a contact center environment
• One (1) year of experience in Quantitative and Qualitative analysis including the use of statistical and predictive models
• High level of proficiency in SQL‑based BI tools (e.g., Micro Strategy, Alteryx, or Power BI)
• Working knowledge of Python, including the skill to read, understand, and modify existing scripts
• Expertise in communicating analytical findings to important partners and executives

It would be useful if you have:

• Bachelor's Degree in a related quantitative field (Mathematics, Statistics, Computer Science) or equivalent specialized experience.
• Experience managing projects and timelines, working directly with partners
• Experience using programming languages to build scripts such as R
• Knowledge of database architecture and data modeling principles and techniques

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world‑class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in…