The Operations Workforce & Capacity Planning Analyst, you will report to the Head of Operations. As the Operations Workforce & Capacity Planning Analyst, you will:- Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans.
- Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors.
- Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency.
- Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation.
- Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments.
About You:- 7+ years of workforce management or capacity planning experience, including a WFM system implementation or major process build.
- 4+ years supporting contact center operations, including forecasting, scheduling, and intraday management.
- Strong analytical skills with the ability to turn workforce data into actionable recommendations.
- Proficiency in SQL, Excel, and/or Google Sheets.
- Experience partnering across Operations, Finance, Data, and technical teams.
Even Better:- Experience with Verint WFM or similar workforce management platforms.
- Experience with Talkdesk and/or HubSpot.
- Python or other scripting experience for analytics and automation.
- Advanced analytics, project management, or Lean Six Sigma training.
Where:- This role will be based in the US.
Compensation: A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary based on the roles location. The successful candidate's starting pay will also be determined based on job-related qualifications, internal compensation, candidate location and budget. This range may be modified in the future.
Salary Range:
$123,00 - $154,000 USD.Employees are also eligible for an annual performance-based bonus and equity.
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Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including: - Health, Dental, & Vision benefits plus savings plans
- Mac computers + work-from-home stipend to set up your home office
- Monthly internet and phone reimbursement
- Employee Stock Purchase Plan
- Restricted Stock Units (RSUs)
- 401(k) plan to help you save for retirement plus a company match
- Robust tuition reimbursement program
- $1,000 travel perk on each Earnie-versary to anywhere in the world
- Competitive days of annual PTO
- Competitive parental leave
