Forecasting and Capacity Planning Analyst

About Crunchyroll Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it's powered by the anime content we all love. Join our team, and help us shape the future of anime! 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. Tips to consider: Develop and maintain demand forecasts using historical data, seasonality, and trend analysisTranslate forecasts into staffing requirements to support operational planningMonitor forecast performance and refine models to improve accuracy over timePartner with CX Enablement, CXIR, and operational teams to align forecasts with business needsProvide insights and scenario planning to help teams prepare for changes in volume and demand Thought starters: Play a key role in enabling Crunchyroll to meet customer demand by delivering accurate forecasts that guide staffing and operational decisionsJoin an established Workforce Management team with defined processes, while contributing to improvements in forecasting methods and toolsBuild a strong understanding of existing models in the first 3090 days, begin improving forecast accuracy and insights within 6 months, and drive more advanced planning and scenario modeling over timeMeasure success through forecast accuracy, quality of insights, and the ability to anticipate changes in demandCollaborate closely with Workforce Management teammates as well as partners in analytics, CX Enablement, CXIR, and operations to align forecasts with business goals Core Areas of Responsibility 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 demandCapacity 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 channelsReporting, Analytics & Scenario Planning Deliver clear reporting and build scenario models to support planning decisions and prepare for changing demandForecast Accuracy Improvement & Methodology Development Continuously refine forecasting approaches and models to improve accuracy, with ownership of maintaining results within a +/-10% marginCross-Functional Collaboration with CX Enablement, CXIR, Analytics, and Operations Partner with stakeholders to align forecasts with business goals and ensure planning reflects operational realities About You You have 5+ years experience in forecasting and capacity planning within a contact center or operations environmentYou possess experience working with trend analysis, seasonality, and forecasting modelsYou have experience evaluating and improving forecasting methodologiesYou have partnered with cross-functional teams such as finance, analytics, or operations to align forecasts with business needsYou have experience translating data into insights that influence staffing and operational decisionsYou are able to influence stakeholders by clearly communicating data-driven insights and recommendationsYou are comfortable challenging assumptions and business inputs using data to drive more accurate and effective planning decisions Technical requirements: You have advanced Excel skills (pivot tables, macros)You have experience with reporting and analytics tools such as Tableau, Playvox, Zendesk, or similar platforms. About The Team 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 Ab