Operations Workforce & Capacity Planning Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Take full ownership of the comprehensive workforce strategy and capacity planning across Operations, converting volume predictions and business requirements into staffing and headcount strategies.

• Spearhead the deployment and launch of a new workforce management platform, collaborating with teams across Operations, Engineering, Data, and external vendors.

• Develop and automate efficient forecasting, scheduling, and workforce planning processes to minimize manual tasks and enhance operational productivity.

• Create capacity models and conduct scenario analyses to inform decisions related to headcount, budgeting, shrinkage, overtime, and resource distribution.

• Collaborate with Operations leadership on workforce performance metrics, including scheduling, intraday management, service levels, and proactive staffing adjustments.

• Report directly to the Head of Operations.

⛳️ Requirements

• Over 7 years of experience in workforce management or capacity planning, including the implementation of a WFM system or significant process development.

• More than 4 years of experience supporting contact center operations, encompassing forecasting, scheduling, and intraday management.

• Excellent analytical skills with the capability to convert workforce data into actionable insights.

• Proficient in SQL, Excel, and/or Google Sheets.

• Experience collaborating with Operations, Finance, Data, and technical teams.

• Familiarity with Verint WFM or comparable workforce management platforms.

• Experience with Talkdesk and/or HubSpot.

• Knowledge of Python or other scripting languages for analytics and automation purposes.

• Advanced training in analytics, project management, or Lean Six Sigma methodologies.

🏝️ Benefits

• Health, Dental, & Vision benefits plus savings plans.

• Mac computers along with a work-from-home stipend to establish your home office.

• Monthly reimbursement for internet and phone expenses.

• Employee Stock Purchase Plan.

• Restricted Stock Units (RSUs).

• 401(k) plan to assist with retirement savings along with company matching.

• Comprehensive tuition reimbursement program.

• $1,000 travel allowance for each Earnie-versary to any destination worldwide.

• Competitive annual PTO days.

• Attractive parental leave policy.

• Annual performance-based bonus.