Sr Analyst I Forecast Analytics

Exceptional Hospitality Starts with You

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.

What you'll do during a typical day:

• 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'll 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.

Projects you'll 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

What It Takes to Make the Stay

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

About the team

How We'll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*: 

• 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 Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what’s next

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

About the company

Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality. Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands, and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel. Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical. Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.