Sr. Analyst, WFM Planning

Role overview

Role responsibilities

• Create optimized headcount and hiring plans, balancing customer experience, service levels, employee experience, and cost effectiveness.
• Manage dependencies across business units and supply models to mitigate capacity risks; communicate dependencies and track exceptions.
• Partner with technology teams on initiatives, including launches of internal planning tools.
• Participate in global rollouts of products, skills, and contact channels.
• Coordinate with Service Delivery, Partner Management, Talent Acquisition, and Finance to analyze historical data and forecast demand.
• Manage daily, weekly, and monthly contact center performance reporting using KPIs.
• Support staffing optimization and lead global process standardization.
• Use technology and decision-support tools, including standardized stakeholder reporting.

Qualifications

• 5+ years of direct capacity planning or labor modeling experience.
• 3+ years of program or project management experience.
• Experience with Excel and SQL.
• Experience translating capacity plans and KPIs into recommendations for senior leaders.
• Strong storytelling, influencing, and leadership skills.
• Ability to work in a dynamic, ambiguous environment, meet tight deadlines, and prioritize workloads.
• Graduation.