Operations Workforce & Capacity Planning Analyst

Earnest

. Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans .

Posted 9/17/2026full-timeRemote • California • United StatesSeniorLead💰 $127,500 - $159,375 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management and capacity planning, with a strong focus on implementing workforce management platforms and optimizing operational efficiency through advanced analytics and automation. Proficient in collaborating with cross-functional teams to drive performance and strategic decision-making.

Highest-signal resume keywords

Workforce Management ExperienceCapacity PlanningSQL ProficiencyVerint WFM ExperienceAnalytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Workforce ManagementCapacity PlanningForecastingSchedulingIntraday ManagementSQLExcelPythonProject ManagementLean Six Sigma

Soft Skills

Analytical SkillsCollaborationCommunication

Tools & Technologies

Verint WFMTalkdeskHubSpotGoogle Sheets

Industry Keywords

OperationsContact Center OperationsResource AllocationOperational EfficiencyPerformance Management

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans
Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors
Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency
Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation
Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments
Report to the Head of Operations

Requirements

What you’ll need

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

Benefits

Comp & perks

Health, Dental, & Vision benefits plus savings plans
Mac computers + work-from-home stipend to set up your home office
Monthly internet and phone reimbursement
Employee Stock Purchase Plan
Restricted Stock Units (RSUs)
401(k) plan to help you save for retirement plus a company match
Robust tuition reimbursement program
$1,000 travel perk on each Earnie-versary to anywhere in the world
Competitive days of annual PTO
Competitive parental leave
Annual performance-based bonus