Call Center Workforce Planning Analyst

We are looking for a Capacity Planner to support the Strategic Planning team by analyzing workforce demand and operational performance to develop long-range staffing and hiring plans. This role identifies capacity gaps, evaluates staffing scenarios, and provides data-driven recommendations to help meet service-level and business requirements.

Main Responsibilities

• Maintain and update long-range capacity plans with a minimum six-month horizon by language and service line to determine staffing and hiring needs.
• Translate demand forecasts, service-level objectives, productivity, shrinkage, occupancy, attrition, hiring lead times, and other operating assumptions into staffing requirements and hiring recommendations.
• Perform staffing assessments and scenario analyses; identify capacity gaps, constraints, and risks, and recommend practical mitigation options.
• Review Affiliate Partner staffing and language-level performance and coordinate with internal and external stakeholders to address identified gaps.
• Prepare clear status reports, dashboards, and planning summaries, and communicate findings, risks, and recommendations to Workforce Management leaders and business stakeholders.
• Validate planning inputs and data quality and maintain documented assumptions, decisions, deadlines, owners, and follow-up actions.
• Meet capacity-planning deadlines, respond promptly to stakeholder needs, and keep the Lead or Manager informed of issues requiring escalation or decision.
• Provide cross-coverage for other Capacity Planning team members and support special projects, process improvements, and other related duties as assigned.
• Use approved AI-enabled and automation tools responsibly to improve analysis, communication, and process documentation, with appropriate human validation and protection of confidential information.

Requirements

• Experience in Workforce Management (WFM), Capacity Planning, Forecasting, Operations Planning, or a related analytical role.
• Experience developing long-range staffing, headcount, or hiring plans.
• Experience analyzing operational KPIs and staffing requirements.
• Intermediate to advanced Microsoft Excel skills.
• Experience preparing reports or dashboards and communicating findings.
• Advanced English proficiency, both written and verbal.

Preferred Qualifications

• Bachelor's degree in Business, Operations, Analytics, Mathematics, Industrial Engineering, or a related field, or equivalent relevant experience.
• Experience in contact centers, multilingual operations, or 24/7 service environments.
• Experience with NICE or similar WFM platforms.
• Knowledge of Power BI, Tableau, or SQL.