Operations Workforce & Capacity Planning Analyst

About the role

For our client, we are seeking a Operations Workforce & Capacity Planning Analyst to join the team of a leader in the Finance & Insurance space. This role will own workforce strategy and capacity planning across Operations, with a strong focus on forecasting, scheduling, and resource optimization. You will partner closely with Operations, Finance, Data, and leadership teams to translate workforce data into actionable staffing decisions. The position also plays a key role in implementing and operationalizing a new workforce management platform while improving planning processes and performance visibility.

Location: Remote - US based candidates only, no visa sponsorship available

Responsibilities

• Own end-to-end workforce strategy and capacity planning for Operations.
• Lead the rollout of a new workforce management platform with cross-functional stakeholders.
• Automate forecasting, scheduling, and workforce planning processes.
• Develop capacity models to inform headcount and resource allocation decisions.
• Partner with leadership on workforce performance and staffing adjustments.

Qualifications

• 7+ years of workforce management or capacity planning experience, including WFM system implementation.
• 4+ years supporting contact center operations, with a focus on forecasting and scheduling.
• Strong analytical skills with the ability to turn workforce data into actionable insights.
• Proficiency in SQL, Excel, and/or Google Sheets.
• Experience collaborating with Operations, Finance, and Data teams.

Benefits

• Health, dental, and vision benefits along with savings plans.
• Mac computer and work-from-home stipend.
• Monthly reimbursements for internet and phone usage.
• Participation in an employee stock purchase plan and restricted stock units.
• 401(k) with company match for retirement savings.
• Tuition reimbursement program to support education.
• $1,000 travel perk on each anniversary to explore the world.
• Generous annual PTO and competitive parental leave.

Pay

$123,000 – $154,000 annually