WFM Capacity Planning Analyst
Core
Develop, maintain, and execute workforce capacity plans to align staffing supply with validated demand, service targets, and operational constraints.
Role type
Workforce Management Capacity Planning Analyst
Builds
Short- and mid-term workforce capacity plans, hiring inputs, and scenario analyses
Domain
Financial Technology (Fintech) / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Capacity planning methodology, demand forecasting, stakeholder coordination, hiring strategy inputs, data collection and validation, scenario analysis, risk identification, spreadsheet modeling (Excel/Google Sheets), WFM tool proficiency
Preferred skills
Experience with WFM tools (Calabrio, NICE, Verint), working in high-volume operational environments
Responsibilities
Build and maintain workforce capacity plans across weekly, monthly, and quarterly horizons; translate demand forecasts into headcount and staffing profiles; validate demand drivers and forecast inputs with stakeholders; drive formal capacity plan validation and sign-off; own the handover of approved plans to Scheduling; translate capacity plans into hiring requirements; collect and validate data inputs for capacity exercises; run what-if scenarios to assess impact of volatility and constraints
Seniority
Mid-level, hands-on IC
