Operations Workforce & Capacity Planning Analyst
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Job Description
Workforce planning analyst optimizing staffing, forecasting, and capacity for Earnest’s financial lending operations. Leading WFM platform implementation and operational resource planning.
Responsibilities:
- 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
- Report to the Head of Operations
Requirements:
- 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
- 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
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
- Annual performance-based bonus
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