Earnest Operations Workforce & Capacity Planning Analyst at Earnest responsible for workforce strategy, capacity planning, and implementing workforce management platforms. Partners across teams to optimize staffing and operational efficiency.
Responsibilities
Own end-to-end workforce strategy and capacity planning across Operations
Lead implementation and rollout of a new workforce management platform
Build and automate scalable forecasting, scheduling, and workforce planning processes
Develop capacity models and scenario analyses for headcount, budget, shrinkage, overtime, and resource allocation
Partner with Operations leadership on workforce performance including scheduling and intraday management
Qualification
Proficiency in SQLExperience partnering across OperationsExperience with Talkdesk and/or HubSpotAdvanced analyticsThis role will be based in the US
Required
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.
This role will be based in the US.
Preferred
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
