Operations Capacity Planning Analyst

Job Summary

Owning end-to-end workforce strategy and capacity planning, the full-time remote Operations Capacity Planning Analyst will translate volume forecasts into staffing plans, implement a new workforce management platform, and automate forecasting processes to enhance operational efficiency.

Key responsibilities

• Develop and execute workforce strategy and capacity planning across Operations
• Lead the implementation of a new workforce management platform in collaboration with cross-functional teams
• Build scalable forecasting and scheduling processes to improve operational efficiency

Required qualifications

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