WFM Capacity Planning Senior Analyst

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.

• 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.

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