Technology Operations Analyst (Workforce Planning)
Core
Analyze operational data to develop workforce forecasts, capacity models, and staffing recommendations to optimize service delivery and resource allocation.
Role type
Workforce Planning Analyst (Data & Analytics)
Builds
Workforce forecasts, capacity models, staffing plans, and operational dashboards
Domain
IT Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Workforce forecasting, capacity planning, data analysis, KPI monitoring, root cause analysis, scenario planning, data integrity validation, executive reporting
Preferred skills
Contact center operations support, SQL, Power BI, Tableau, ServiceNow, Excel
Technologies
SQL, Power BI, Tableau, ServiceNow, Excel
Responsibilities
Develop short-term and mid-term workload forecasts using historical trends and business drivers; Analyze call, chat, ticket, and request volumes to determine staffing requirements; Monitor workforce metrics including service levels, occupancy, and productivity; Identify staffing risks and capacity gaps with mitigation recommendations; Create and maintain dashboards and reports for leadership; Partner with stakeholders to communicate forecasts and support hiring/resource allocation decisions.
Seniority
Mid-level, hands-on analyst
