Short Term Planning Analyst

The Workforce Optimization team ensures the right staffing levels are in place to support customers effectively while balancing efficiency and scale. The team works closely with Operations, Forecasting, and vendor partners to align staffing with demand and maintain consistent service levels. Team members focus on measurable outcomes such as service level attainment, forecasting accuracy, and operational efficiency. You’ll contribute to improving how staffing decisions are made and executed across short-term planning horizons!

As a Short Term Planning Analyst, you will support staffing performance across a 1–90 day horizon by analyzing data, identifying gaps, and recommending adjustments. You will use reporting, modeling, and trend analysis to improve forecast accuracy and staffing outcomes. This role plays a key part in ensuring the business responds effectively to changing demand, especially during high-impact events. You will also help refine processes to improve consistency, scalability, and decision-making!

This role is based in our Denver, CO; Westlake, TX; and Chicago, IL offices, with in-person attendance expected at least 3 days per week.

What you’ll do

• Drive performance against critical metrics (e.g., SLA, interval-level attainment) through data-driven staffing decisions
• Analyze trends and identify root causes of forecast variance, performance gaps, and operational inefficiencies
• Develop and Manage reports, and models to inform short-term staffing strategies
• Partner cross-functionally with Operations, Forecasting, and BPO partners to improve staffing outcomes and productivity
• Translate data into clear insights and actionable recommendations for leadership
• Support real-time and short-term staffing adjustments during business-critical events
• Identify opportunities to improve, automate, and scale workforce planning processes

What you bring

• 1–3 years of experience in analytics, operations, consulting, or a similar role focused on problem-solving
• 1–3 years of experience working directly with BPO partners
• Strong analytical skills with advanced proficiency in Excel or Google Sheets
• Experience working with data using SQL or similar tools
• Ability to break down ambiguous problems and use data to inform decisions
• Clear communication skills, with the ability to explain insights to a range of audiences
• Experience with Python, R, or data visualization tools such as Tableau or Looker
• Experience working in environments with evolving priorities and changing demand

What we offer

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.