WFM Capacity Analyst

Role overview

Key responsibilities

• Design workforce planning frameworks and scalable capacity models for call center and field operations.
• Develop scenario models for business decisions and align workforce planning with budgets and EBITDA targets.
• Optimize workforce systems, tools, integrations, data infrastructure, and analytics capabilities.
• Define and track workforce KPIs; lead efficiency, cost optimization, forecasting, capacity planning, and scheduling initiatives.
• Drive process innovation through automation, advanced analytics, and scalable planning frameworks.

Requirements

• Bachelor’s degree in Business, Analytics, Mathematics, Statistics, or related field, or equivalent experience.
• 5–7+ years in workforce planning, capacity strategy, operations strategy, or advanced analytics.
• Proven experience designing workforce models, systems, or large-scale operational strategies.
• Deep experience with WFM, ACD, FMS, BI, or ERP systems.
• Advanced strategic thinking; expertise in workforce modeling, scenario planning, and capacity strategy.
• Strong financial acumen, executive influence, data analysis, problem-solving, communication, and presentation skills.

Preferred qualifications

• SQL, Python, or similar advanced analytics tools are preferred.
• Lean/Six Sigma Green Belt certification or higher is preferred.

Compensation and benefits

• Salary is $57,000–$70,000 depending on experience; annual merit eligibility and bonus potential up to 5%.
• Benefits include health, dental, vision, pet and life insurance, EAP, 401(k) match up to 4%, paid holidays, and paid time off.

About Aptive