Workforce Capacity Planning Insights Analyst

About the RoleWe're looking for a Workforce Capacity Planning & Insights Analyst to join our Workforce Management team — a role that blends Workforce Management, Business Intelligence, and Data Analysis. You'll build volume forecasts, turn them into staffing and capacity plans, and deliver data-driven insights through dashboards that help Operations and Leadership make smarter decisions.
What You'll DoBuild and maintain volume forecasts across channels (calls, chats, email, back-office)Analyze historical data and trends to improve forecast accuracy and staffing modelsTranslate forecasts into staffing/capacity plans, including scenario and risk modelingTrack KPIs (Service Level, ASA, Occupancy, Shrinkage) and flag improvement opportunitiesBuild dashboards and reports (SQL, Power BI/Tableau) with actionable insights for leadershipPartner with Operations, Scheduling, Real-Time, Finance, and HR to align plans with business goalsWhat You BringBachelor's degree in Business, Finance, Statistics, Data Analytics, or related field (or equivalent experience)2–5+ years in Workforce Management, Forecasting, Capacity Planning, or Data/Business Analysis (contact center a plus)Strong analytical skills; comfortable working with large datasetsAdvanced Excel; experience with SQL, Python, or RExperience with WFM platforms (NICE, Verint, Genesys, Aspect) and/or BI tools (Power BI, Tableau) a plusKnowledge of forecasting methods and workforce planning concepts (Erlang, scenario modeling)Strong communication skills — able to translate data into clear, actionable takeaways