5-7 years of experience in workforce management analytics or related field
Strong quantitative skills with expertise in WFM fundamentals like capacity modeling and shrinkage
Proficiency in Google Sheets, SQL, or Python for data analysis
Exceptional strategic writing skills for executive-level communication
Ability to influence cross-functional teams without formal authority
Experience in ambiguous environments, capable of making decisions with incomplete data
Responsibilities
Translate multi-LOB demand forecasts into capacity and budget requirements
Model workforce and financial trade-offs for optimal resource allocation
Analyze demand changes and quantify their impact on capacity and costs
Collaborate with Finance, Product, and Operations to validate assumptions
Draft concise executive memos and Weekly Business Reviews
Conduct root-cause analyses for deviations from capacity plans
Standardize capacity planning frameworks and operating standards
Benefits
Opportunity to work in a high-impact strategic role
Collaborative environment with cross-functional teams
Exposure to executive-level decision-making processes
Professional development through challenging projects
Flexible work arrangements to support work-life balance
Full Job Description
Role Overview
The Strategic WFM Analyst lives in the Core Workforce Management (WFM) Planning & Operations Strategy team and is responsible for owning centralized forecast, capacity planning, workforce cost optimization, and strategic headcount trade-offs across all lines of business (LOBs). Moving beyond traditional scheduling and intraday monitoring, this role acts as a high-judgment governance function, translating complex demand forecasts into defensible FTE, BPO, and overtime spend strategies, modeling capacity risks, and aligning executive stakeholders across Finance, Product, and Operations. You are exceptionally strong in WFM math and financial analytics, exhibit deep strategic curiosity, navigate messy raw data effortlessly, and communicate recommendations with executive-level clarity.
What You'll Do
Translating multi-LOB demand forecasts into monthly and quarterly capacity, headcount, and budget requirements.
Modeling workforce and financial trade-offs across internal FTEs, BPO partners, overtime spend, bonus hours, productivity shifts, and shrinkage.
Analyzing demand-funnel changes (e.g., product feature rollouts, AI bot deflection shifts) and quantifying their exact capacity and dollar blast radius.
Partnering directly with Finance, Product, and Operations to validate baseline assumptions, enforce input SLAs, and align on staffing commitments.
Drafting concise, decision-ready executive memos and Weekly Business Reviews (WBRs) for Directors and leadership.
Conducting deep-dive root-cause analyses whenever operational actuals deviate from capacity plans and establishing corrective action paths.
Standardizing capacity planning frameworks, modeling templates, and operating standards across LOBs.
Maintaining deep forecasting competency to audit models, challenge underlying assumptions, and provide seamless coverage across the broader central WFM engine.
What We're Looking For
Strategic WFM Math: Exceptionally strong quantitative background with deep expertise in WFM fundamentals (capacity modeling, Erlang, shrinkage, AHT, SLA/ASA trade-offs) and advanced proficiency in Google Sheets, SQL, or Python.
Business & Financial Judgment: Demonstrated ability to connect operational queue dynamics directly to dollar exposure, hiring velocity, BPO costs, and SLA risk.
Executive Communication: Superior strategic writing skills with a natural instinct to distill complex, multi-variable workforce analytics into scannable, 1-2 page decision memos.
Cross-Functional Influence: Proven ability to establish governance frameworks, challenge bad assumptions with backtested data, and align Finance, Product, and Operations leadership without formal authority.
Blank-Page Ownership: High comfort operating in ambiguous environments with incomplete data, verifiably isolating what materially matters without requiring step-by-step direction.
WFM Analyst Profile: Strong core WFM domain expertise with a strategic/Ops spike, not a generalist and not a passive traditional scheduler.
Hiring Process
Application
Diagnostic Case Study (7-Day Strategic Diagnostic & Modeling Exercise)
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About Clipboard Health
Clipboard Health is a technology company that connects healthcare facilities with nurses in real-time. The company's platform allows healthcare facilities to book shifts with pre-vetted nurses, and nurses to find work that fits their schedule. Clipboard Health was founded in 2016 and is headquartered in San Francisco, California.
