Operations Workforce & Capacity Planning Analyst

📋 Description

• Own end-to-end workforce strategy and capacity planning across Operations, translating volume
• Lead the implementation and rollout of a new workforce management platform, partnering across
• Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce
• Develop capacity models and scenario analyses to guide decisions around headcount, budget
• Partner with Operations leadership on workforce performance, including scheduling, intraday

🎯 Requirements

• 7+ years of workforce management or capacity planning experience, including a WFM system
• 4+ years supporting contact center operations, including forecasting, scheduling, and intraday
• 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.

🎁 Benefits

• Health, Dental, & Vision benefits plus savings plans
• Mac computers + work-from-home stipend to set up your home office
• Monthly internet and phone reimbursement
• Employee Stock Purchase Plan
• Restricted Stock Units (RSUs)
• 401(k) plan to help you save for retirement plus a company match