Senior Data Scientist, WFM Forecasting & Optimization

Hidden Jobs; United States; Hybrid; USD 102,000 - 171,000; Full time

Benefits offered by this job

Flexible work arrangements

Job summary

Hidden Jobs is seeking a senior data scientist embedded with a Workforce Management (WFM) team inside a customer support analytics function. The role focuses on forecasting, scheduling, and intraday planning while quantifying their impact on the broader business.

You will build forecasting models (Prophet, SARIMA, Holt-Winters), simplify forecasting processes, and develop KPI dashboards to surface operational performance.

Qualifications

• 5+ years of experience in a data science or analytics position.
• Forecasting models using Prophet, SARIMA, or Holt-Winters.
• Experience with cost analysis and what-if scenario analysis.
• Deep knowledge of statistical packages in Python or R.
• Proficiency writing structured and efficient SQL queries against large datasets.
• Ability to influence and advise senior stakeholders.

Responsibilities

• Build forecasting and time-series models to support scheduling and intraday decision-making.
• Simplify forecasting processes and maintain the capacity planning framework.
• Build and support KPI dashboards that surface operational performance.
• Conduct root cause analysis to improve SLA outcomes.
• Explore cost optimization opportunities through what-if scenario analysis.
• Enhance the WFM data pipeline and uncover insights that refine planning, scheduling, reporting, and intraday management.

Skills

Forecasting models

Prophet

SARIMA

Holt-Winters

Python

R

SQL

Stakeholder influence

Tools

Airflow

Job description

Hidden Jobs is seeking a senior data scientist embedded with a Workforce Management (WFM) team inside a customer support analytics function. The role focuses on forecasting, scheduling, and intraday planning while quantifying their impact on the broader business.

You will build forecasting models (Prophet, SARIMA, Holt-Winters), simplify forecasting processes, and develop KPI dashboards to surface operational performance.