WFM Capacity Planning Analyst

The WFM Capacity Planning Analyst is responsible for the development, maintenance, and execution of workforce capacity plans, ensuring staffing supply is aligned with validated demand, service targets, and operational constraints.

This role focuses on analytical execution and cross-functional coordination: translating demand forecasts into capacity requirements, validating assumptions with stakeholders, preparing hiring inputs, and ensuring clean handover of approved plans into Scheduling.

The role involves workforce strategy or executive trade-offs. It executes the capacity planning methodology, coordinates validation and sign-off, and escalates risks and gaps to senior planners and WFM leadership.

Your Mission:

Capacity Plan Development & Maintenance:

• Build and maintain workforce capacity plans across short- and mid-term horizons (e.g. weekly, monthly, quarterly) using approved methodologies.

• Translate validated demand forecasts into required headcount / FTE, hours and staffing profiles,skill- and channel-based capacity requirements.

• Ensure capacity plans reflect agreed SLA targets, productivity and AHT assumptions, shrinkage, availability, and operational constraints.

Demand Validation & Stakeholder Sign-Off:

• Partner with Demand Management to validate demand drivers and forecast inputs, understand launch timing, phasing, and risk.

• Partner with Analytics / Forecasting to validate volume, AHT, and productivity assumptions and challenge anomalies or inconsistencies in data.

• Partner with Operations to validate operational feasibility of capacity plans and confirm constraints, risks, and execution readiness.

• Drive formal capacity plan validation and sign-off, ensuring assumptions, risks, and trade-offs are clearly documented.

• Capacity-to-Scheduling Handover:

• Own the structured handover of approved capacity plans to Scheduling, ensuring capacity outputs are translated into clear scheduling requirements, assumptions, constraints, and sensitivities are fully understood, and timing and phasing of capacity changes are explicit.

• Act as the primary point of contact for Scheduling on capacity clarifications, interpretation of plan outputs, plan changes or re-validations.

• Ensure changes to capacity plans are version-controlled, communicated clearly and re-approved where required.

• Hiring Strategy Inputs & Workforce Supply Planning:

• Translate capacity plans into hiring requirements, including hiring volumes, start dates and ramp profiles, skill and location requirements.

• Data Collection & KPI Inputs for Capacity Exercises:

• Own the collection, validation, and preparation of data inputs required for capacity planning, including

  • volumes and forecast outputs

  • AHT and productivity metrics

  • shrinkage, absence, and attrition data

  • historical plan vs actual performance.

• Ensure data sources are consistent, documented, auditable and repeatable.

• Partner with Analytics and WFM execution teams to improve data quality and availability for future planning cycles.

• Scenario Analysis, Risk Identification & Continuous Improvement:

• Run structured what-if scenarios to assess the impact of demand volatility, hiring delays, productivity changes, operational or policy constraints.

• Partner with Operations, Talent Acquisition and Ops Partners to validate hiring feasibility and constraints.

• Highlight hiring risks such as lead-time misalignment, ramp shortfalls, attrition sensitivity.

• Support workforce supply decision-making by providing clear, data-backed hiring scenarios.

• 2–4 years of experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics.

• Experience working in high-volume operational environments (contact centre or case-based).

• Exposure to planning cycles, stakeholder validation, and workforce supply planning.

• Strong understanding of capacity planning concepts, including demand vs supply balancing, AHT and productivity drivers, shrinkage and availability, skill-based capacity modelling.

• Ability to build, maintain, and explain structured planning models.

• Comfortable analysing scenarios and articulating impacts and risks.

• Strong proficiency in spreadsheets (Excel / Google Sheets), including complex formulas, scenario modelling and data validation.

• Experience working with WFM or planning tools (e.g. Calabrio, NICE, Verint, or similar) is preferred.

• Comfortable working with large datasets and multiple data sources.

• A self-starter who is comfortable working autonomously.

About this role:

• Location: Tallinn (sponsorship available)

• Salary: Salary range: 2,950€ - €3,750€

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.