Strategic WFM Analyst

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. Translate multi-LOB demand forecasts into monthly and quarterly capacity, headcount, and budget requirements .

Posted 10/7/2026full-timeRemote • United StatesMid-LevelSenior💰 $50,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong quantitative analysis and workforce management expertise, with proficiency in capacity modeling, strategic writing, and cross-functional collaboration to drive operational efficiency and decision-making.

Highest-signal resume keywords

Workforce Management FundamentalsCapacity ModelingAdvanced Proficiency in SQLStrategic Writing SkillsGovernance Frameworks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Capacity ModelingErlangShrinkageAHTSLA/ASA Trade-offsQuantitative AnalysisData AnalysisForecasting ModelsRoot-Cause AnalysisOperational Analytics

Soft Skills

Strategic ThinkingCollaborationProblem-SolvingCommunicationAdaptability

Tools & Technologies

Google SheetsSQLPython

Industry Keywords

Capacity PlanningWorkforce AnalyticsOperational EfficiencyFinancial Trade-offsBPO Management

Tech Stack

Tools & technologies

ErlangPythonSQL

About the role

Key responsibilities & impact

Translate multi-LOB demand forecasts into monthly and quarterly capacity, headcount, and budget requirements
Model workforce and financial trade-offs across internal FTEs, BPO partners, overtime spend, bonus hours, productivity shifts, and shrinkage
Analyze demand-funnel changes and quantify their capacity and dollar impact
Partner with Finance, Product, and Operations to validate assumptions, enforce input SLAs, and align staffing commitments
Draft concise, decision-ready executive memos and Weekly Business Reviews for Directors and leadership
Conduct root-cause analyses when operational actuals deviate from capacity plans and establish corrective action paths
Standardize capacity planning frameworks, modeling templates, and operating standards across lines of business
Audit forecasting models, challenge assumptions, and provide coverage across the central WFM engine

Requirements

What you’ll need

Exceptionally strong quantitative background with deep expertise in WFM fundamentals, including capacity modeling, Erlang, shrinkage, AHT, and SLA/ASA trade-offs
Advanced proficiency in Google Sheets, SQL, or Python
Ability to connect operational queue dynamics to dollar exposure, hiring velocity, BPO costs, and SLA risk
Superior strategic writing skills and ability to distill complex workforce analytics into 1–2 page decision memos
Proven ability to establish governance frameworks, challenge assumptions with backtested data, and align Finance, Product, and Operations leadership without formal authority
High comfort operating in ambiguous environments with incomplete data
Strong core WFM domain expertise with a strategic/Ops focus