Job Description
Aura is on a mission to create a safer internet. In a world where our lives are increasingly online, Aura 's category-defining suite of intelligent digital safety products help millions of customers protect themselves against digital threats, and that number is growing rapidly. This is an exciting phase at Aura , and our team of over 400 people worldwide is guided by a leadership slate that's successfully grown startups into multi-billion dollar organizations. Come build with us! About the Role: The Senior Workforce Planning Analyst will be responsible for delivering forecasting, capacity planning, and workforce insights that enable Aura ’s customer experience operations to achieve service, cost, and efficiency goals. This role partners with Aura customer service leaders, sales leaders, finance, and outsource partners to ensure staffing aligns with business objectives, contractual obligations, and customer demand. The analyst provides recommendations and executive-ready insights that directly inform leadership decisions, helping to balance customer satisfaction with financial performance. What You’ll Do: Collaborate with Aura CX leaders, Sales, Finance, and Outsource Partners to align forecasts, staffing strategies, hiring plans, and associated expenses to business goals Forecast contact volume, handling times, shrinkage, and occupancy across all channels to determine FTE requirements, new hire class sizes, and training timing Own the vendor (BPO) forecast, ensuring staffing plans, billable hours, and service quality guarantees are aligned with contractual agreements Develop, execute, and measure forecasting models using multiple methods; conduct backtesting and error analysis (MAPE/APE/MAE) to improve accuracy Create and maintain dashboards and reporting (Tableau, Databricks, Five9, Verint, Excel) that monitor forecast accuracy, occupancy, and performance trends Deliver actionable recommendations and executive-level presentations that influence operational and corp
