Operations Workforce & Capacity Planning Analyst
E
EarnestFintech
This role will be based in the US.Full-TimeMiddle
Salary$123,00 - $154,000 USD
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Job Details
- Experience
- 7+ years of workforce management or capacity planning experience; 4+ years supporting contact center operations
- Required Skills
- SQLMicrosoft ExcelGoogle Sheets
Requirements
- 7+ years of workforce management or capacity planning experience, including a WFM system implementation or major process build.
- 4+ years supporting contact center operations, including forecasting, scheduling, and intraday management.
- Strong analytical skills with the ability to turn workforce data into actionable recommendations.
- Proficiency in SQL, Excel, and/or Google Sheets.
- Experience partnering across Operations, Finance, Data, and technical teams.
- Experience with Verint WFM or similar workforce management platforms (nice to have).
- Experience with Talkdesk and/or HubSpot (nice to have).
- Python or other scripting experience for analytics and automation (nice to have).
- Advanced analytics, project management, or Lean Six Sigma training (nice to have).
Responsibilities
- Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans.
- Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors.
- Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency.
- Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation.
- Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments.
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