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.