Strategic WFM Analyst

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

📋 Description

• Convert multi-LOB demand forecasts into monthly and quarterly requirements for capacity, headcount, and budget.

• Model the trade-offs between workforce and financial elements, including internal FTEs, BPO partners, overtime expenditures, bonus hours, productivity variations, and shrinkage.

• Assess changes in the demand funnel and quantify their impacts on capacity and financial outcomes.

• Collaborate with Finance, Product, and Operations teams to validate assumptions, enforce input SLAs, and ensure alignment on staffing commitments.

• Prepare succinct, decision-ready executive memos and Weekly Business Reviews for Directors and leadership.

• Perform root-cause analyses when actual operational performance diverges from capacity plans and develop corrective action strategies.

• Standardize capacity planning frameworks, modeling templates, and operating standards across various lines of business.

• Review forecasting models, question assumptions, and ensure comprehensive coverage across the central WFM engine.

⛳️ Requirements

• Strong quantitative background with extensive knowledge of WFM fundamentals, encompassing capacity modeling, Erlang, shrinkage, AHT, and SLA/ASA trade-offs.

• Advanced skills in Google Sheets, SQL, or Python.

• Capability to link operational queue dynamics to financial exposure, hiring speed, BPO expenses, and SLA risks.

• Excellent strategic writing skills with the ability to condense complex workforce analytics into concise 1–2 page decision memos.

• Demonstrated ability to create governance frameworks, challenge assumptions using backtested data, and coordinate with Finance, Product, and Operations leadership without formal authority.

• High comfort level in navigating ambiguous situations with incomplete data.

• Strong foundational expertise in WFM with a strategic and operations-focused mindset.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holidays.

• Opportunities for professional development and continuous learning.

• Collaborative and innovative work environment.

• Competitive salary and performance-based bonuses.