Workforce Management Capacity Analyst

Responsibilities

• Translate demand forecasts into capacity models that inform staffing requirements, schedule design, and service level attainment across the enterprise
• Develop scenario analyses to evaluate volume variability, operational constraints, and business initiatives
• Partner with Finance, Operations, and Strategy teams to align workforce models with financial forecasts and long-term organizational goals
• Provide analytical insights that influence labor efficiency, cost management, and workforce performance outcomes
• Collaborate with Forecasting, Scheduling, Real-Time, BI, and Operations teams to align planning assumptions and execution impacts
• Serve as an analytical partner by delivering insights, clarification, and decision support to cross-functional stakeholders
• Identify opportunities to improve capacity planning workflows, documentation, and system utilization
• Maintain and enhance workforce tools, spreadsheets, and models to ensure accuracy, scalability, and repeatability
• Produce recurring and ad hoc capacity reports, trend analyses, and executive-ready summaries
• Maintain disciplined documentation to support auditability, knowledge transfer, and continuous improvement
• Support operational change initiatives by assessing impacts, updating capacity models, and partnering with teams on adoption

Qualifications

• Certifications in process improvement or analytics (e.g., Lean Six Sigma White, Yellow, or Green Belt) are preferred but not required
• Experience or familiarity with operating in a global or multi-regional environment is preferred
• 3–5 years of relevant experience in workforce management, capacity planning, forecasting, call center or field operations, or a comparable data-driven/analytical role
• Experience working with workforce management, call center, field service, or related enterprise platforms
• Demonstrated knowledge of workforce management principles, including forecasting, capacity planning, staffing models, and schedule execution
• Advanced analytical ability to interpret large data sets and identify trends, risks, and optimization opportunities
• Advanced proficiency in Google Sheets and Microsoft Excel, including complex formulas, modeling, and scenario analysis
• Ability to translate forecasts into actionable capacity plans that support staffing strategies and service levels
• Experience building scenario models to assess operational and volume-driven impacts on workforce needs
• Strong prioritization, risk identification, and escalation judgment in fast-paced environments
• Effective written and verbal communication skills with the ability to present insights to technical and non-technical audiences
• Ability to collaborate across Workforce Management, Operations, Finance, BI, and Technology teams
• High attention to detail with disciplined documentation practices
• Strong problem-solving skills with the ability to diagnose root causes and evaluate trade-offs
• Ability to adapt communication style based on audience and context

Benefits

• $50k-63k Annual Salary
• Annual merit bonus potential
• Group Health, Dental, and Vision plans
• Pet insurance, Life insurance, and EAP benefits
• 401K with employer match up to 4%
• Paid holidays and paid time off
• Opportunity for advancement
• Upbeat and exciting company culture and much more!