[Hiring] Operations Workforce & Capacity Planning Analyst @Earnest

Role Description

As the Operations Workforce & Capacity Planning Analyst, you will report to the Head of Operations. 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.

Qualifications

• 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.

Requirements

• 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.

Compensation

A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. The successful candidate’s starting pay will be determined based on job-related qualifications, internal compensation, candidate location, and budget. This range may be modified in the future.

Salary Range: $127,500 - $159,375 USD. Employees are also eligible for an annual performance-based bonus and equity.

Benefits

• 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