WFM Capacity Planning Senior Analyst

Job description

As our WFM Senior Capacity Planning Analyst, you will act as the strategic owner of our workforce supply-and-demand ecosystem. You will move beyond traditional spreadsheets to build a predictive, financially aligned, and highly optimized capacity function.

Your core responsibilities will include: Process Ownership & Governance: Own the end-to-end capacity planning process, setting the standard for planning horizons, robust documentation, and methodology. You will also review and approve capacity plans built by Planning Analysts.

Advanced Predictive Modeling

Apply statistical techniques and use tools like Python, R, and SQL to extract data, build sophisticated forecasting models, and define risk bands under uncertainty.

Financial Forecasting & Alignment

Act as the primary WFM owner for inputs into the financial rolling forecast, partnering closely with Finance to reconcile operational staffing models with corporate financial targets and cost objectives.

Strategic Stakeholder Influence

Lead demand validation discussions with senior Operations, Analytics, and Demand Management leaders. You will confidently challenge assumptions with data to eliminate optimism bias and secure formal plan sign-offs.

Scenario Planning & Leadership Insights

Design complex "what-if" scenarios (covering demand volatility, hiring delays, and productivity shocks) to provide executive decision-makers with clear options, cost/service trade-offs, and recommended paths forward.

Cross-Functional Strategy Integration

Oversee the translation of capacity plans into actionable hiring strategies with Talent Acquisition , govern the seamless handover of staffing requirements to Scheduling , and collaborate with Analytics to build automated data pipelines.

People Leadership & Mentorship

Act as the senior capability owner for the planning team, coaching and developing Planning Analysts to elevate their analytical rigor, financial thinking, and stakeholder management skills.

Qualifications

4–7 years of experience in Workforce Management, Capacity Planning, Forecasting, Data Science, or Operations Analytics. Proven experience owning planning cycles, managing financial alignment, and driving stakeholder sign-offs in complex, high-volume, multi-skill environments. Strong hands-on experience with predictive or statistical analysis utilizing Python, R, or equivalent environments (time-series or regression-based modeling).

Strong SQL proficiency, including complex queries, data modeling, and joining multiple operational datasets. Advanced spreadsheet skills paired with a strong continuous improvement orientation and a bias toward automation. Demonstrated ability to challenge assumptions with evidence, lead difficult trade-off conversations, and influence senior stakeholders without direct authority.

A strong ownership mindset

structured, analytical, forward-looking, and calm under pressure.