Senior Workforce Management Planning Analyst jobs in United States
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Holiday Inn Club Vacations ยท 2 weeks ago

Senior Workforce Management Planning Analyst

positionOrlando, FL
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Holiday Inn Club Vacations is seeking a Senior Workforce Management Planning Analyst responsible for driving strategic and tactical capacity planning across marketing call center operations. This role ensures that staffing, forecasting, and scheduling align with business demand to achieve optimal service levels and resource efficiency.

Travel

Responsibilities

Develop, validate, and maintain long-term and short-term capacity plans for multiple Marketing Call Center teams
Partner with Marketing Call Center leadership to align staffing plans with campaign launches, call volume, and conversion targets
Build and refine forecasting models to support proactive staffing and hiring decisions
Conduct 'what-if' scenario modeling to assess operational and financial impacts of business changes
Provide weekly and monthly staffing outlooks with risk analysis and recommendations
Analyze workforce trends and KPIs (e.g., ASA, AHT, ACW, occupancy, conversion) to identify drivers of variance
Prepare executive-ready dashboards, presentations, and reports summarizing demand and capacity insights
Maintain accuracy and integrity of WFM data systems (e.g., IEX, Verint, NICE, Genesys, or equivalent)
Partner with real-time management and scheduling teams to optimize staffing against intraday and interval patterns
Develop and maintain weekly skill and routing optimization processes
Lead root-cause analysis for staffing inefficiencies or service level deviations
Support initiatives to improve forecasting accuracy and automate capacity planning processes through analytics and data tools (Excel, SQL, R, Python, or Power BI)
Collaborate with HR and Talent Acquisition on headcount planning and workforce strategy
Act as a liaison between WFM and Operations for budgetary alignment and reporting consistency

Qualification

Capacity PlanningForecastingData AnalysisExcelSQLPythonPower BIWFM PlatformsCall Center MetricsAnalytical Problem-SolvingCollaborative CommunicationBusiness AcumenContinuous ImprovementOrganizational Skills

Required

Bachelor's degree in Business, Statistics, Operations Research, Mathematics, or related field (or equivalent experience)
5+ years of experience in Workforce Management, Capacity Planning, or Forecasting within a contact center environment (sales or marketing preferred)
Strong understanding of call center metrics and workforce principles (AHT, shrinkage, occupancy, service level, etc.)

Preferred

Advanced proficiency with Excel and at least one forecasting or analytical tool (e.g., Power BI, SQL, R, or Python)
Familiarity with WFM platforms (Genesys, IEX, NICE, Verint, or equivalent)
Experience with marketing or inbound call centers, call flow management, and campaign analytics
Experience with budget modeling, hiring plans, and operational planning cycles
Proven ability to present complex data in an actionable format to senior leaders

Company

Holiday Inn Club Vacations

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Holiday Inn Club Vacations is a hospiatlity firm with various hotels and resorts.
dateFounded in 1982
location
Orlando, Florida, USA
people-size5001-10000 employees
web-link
http://jobs.holidayinnclub.com/

Funding

Current Stage
Late Stage

Leadership Team

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Jamie Kluetz
Vice President, Brand Experience and Design
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John Staten
President
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Recent News

PR Newswire
Holiday Inn Club Vacations Appoints Jim Mikolaichik as Chief Executive Officer
2025-11-03
EIN Presswire
Vacation Ownership Industry Reach USD 25.1 Billion at 7.9% CAGR by 2032 Globally
2025-10-24
PR Newswire
Holiday Inn Club Vacations Celebrates Completion of First Luxury, Six-Bedroom Homes at Orange Lake Resort
2025-06-11
Company data provided by crunchbase