Forecasting and Capacity Planning Analyst

In this role, you will be responsible for developing accurate global demand forecasts across four regions and multiple support channels, including email and messaging, within a multi-partner environment. You will analyze historical data, identify trends, and build forecasting models to predict volume and translate forecasts into staffing plans that support Crunchyroll’s customer experience operations. You will partner with analytics and business stakeholders to improve forecast accuracy and support scenario planning across diverse operational needs. This role carries end-to-end ownership of forecasting performance, with success measured by maintaining forecast accuracy within a +/-10% error margin, the effectiveness of staffing plans, and your ability to anticipate and adapt to changing business conditions.

In the role of Forecasting and Capacity Planning Analyst, you will report to the Workforce Management Manager. We are considering applicants for our Hyderabad office. 

• Develop and maintain demand forecasts using historical data, seasonality, and trend analysis
• Translate forecasts into staffing requirements to support operational planning
• Monitor forecast performance and refine models to improve accuracy over time
• Partner with CX Enablement, CXIR, and operational teams to align forecasts with business needs
• Provide insights and scenario planning to help teams prepare for changes in volume and demand

• Play a key role in enabling Crunchyroll to meet customer demand by delivering accurate forecasts that guide staffing and operational decisions
• Join an established Workforce Management team with defined processes, while contributing to improvements in forecasting methods and tools
• Build a strong understanding of existing models in the first 30–90 days, begin improving forecast accuracy and insights within 6 months, and drive more advanced planning and scenario modeling over time
• Measure success through forecast accuracy, quality of insights, and the ability to anticipate changes in demand
• Collaborate closely with Workforce Management teammates as well as partners in analytics, CX Enablement, CXIR, and operations to align forecasts with business goals

• Demand Forecasting & Trend Analysis – Own global forecasting across regions and channels, leveraging 5+ years of WFM or forecasting/capacity planning experience to analyze trends, seasonality, and drivers of demand
• Capacity Planning & Staffing Modeling – Translate forecasts into staffing requirements and long-term capacity plans, incorporating shrinkage, occupancy, and productivity assumptions. Develop headcount plans and hiring strategies, and align closely with internal teams and external partners to ensure the right coverage across regions and channels
• Reporting, Analytics & Scenario Planning – Deliver clear reporting and build scenario models to support planning decisions and prepare for changing demand
• Forecast Accuracy Improvement & Methodology Development – Continuously refine forecasting approaches and models to improve accuracy, with ownership of maintaining results within a +/-10% margin
• Cross-Functional Collaboration with CX Enablement, CXIR, Analytics, and Operations – Partner with stakeholders to align forecasts with business goals and ensure planning reflects operational realities

• You have 5+ years experience in forecasting and capacity planning within a contact center or operations environment
• You possess experience working with trend analysis, seasonality, and forecasting models
• You have experience evaluating and improving forecasting methodologies
• You have partnered with cross-functional teams such as finance, analytics, or operations to align forecasts with business needs
• You have experience translating data into insights that influence staffing and operational decisions
• You are able to influence stakeholders by clearly communicating data-driven insights and recommendations
• You are comfortable challenging assumptions and business inputs using data to drive more accurate and effective planning decisions

• You have advanced Excel skills (pivot tables, macros)
• You have experience with reporting and analytics tools such as Tableau, Playvox, Zendesk, or similar platforms.

You will join the Workforce Management team, which plays a critical role in ensuring Crunchyroll delivers a seamless customer experience at scale. This team is responsible for forecasting demand and building staffing strategies that support global support operations. The team operates in a fast-paced, data-driven environment and collaborates closely with analytics, finance, and customer experience teams. Success is measured by forecast accuracy, scalability of staffing plans, and the ability to proactively support business growth.

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents

#LifeAtCrunchyroll #LI-Hybrid