Job Description

The Senior / Lead WFM Capacity Planning Analyst is responsible for driving strategic and tactical capacity planning across all marketing call center operations. This role ensures that staffing, forecasting, and scheduling align with business demand to achieve optimal service levels, conversion performance, and resource efficiency.

The ideal candidate combines deep analytical expertise with a solid understanding of contact center operations, particularly in sales and marketing environments where lead flow, conversion rates, and campaign pacing directly impact staffing strategy.

Essential Duties and Tasks (up to five):

• Capacity & Forecasting (% of Time: 50%)
  • Develop, validate, and maintain long-term and short-term capacity plans for multiple Marketing Call Center teams.
  • Partner with Marketing Call Center leadership to align staffing plans with campaign launches, call volume, and conversion targets.
  • Build and refine forecasting models to support proactive staffing and hiring decisions.
  • Conduct “what-if” scenario modeling to assess operational and financial impacts of business changes.
  • Provide weekly and monthly staffing outlooks with risk analysis and recommendations.
• Data Analysis & Reporting (% of Time: 20%)
  • Analyze workforce trends and KPIs (e.g., ASA, AHT, ACW, occupancy, conversion) to identify drivers of variance.
  • Prepare executive-ready dashboards, presentations, and reports summarizing demand and capacity insights.
  • Maintain accuracy and integrity of WFM data systems (e.g., IEX, Verint, NICE, Genesys, or equivalent).
• Operational Optimization (% of Time: 20%)
  • Partner with real-time management and scheduling teams to optimize staffing against intraday and interval patterns.
  • Develop and maintain weekly skill and routing optimization processes.
  • Lead root-cause analysis for staffing inefficiencies or service level deviations.
  • Support initiatives to improve forecasting accuracy and automate capacity planning processes through analytics and data tools (Excel, SQL, R, Python, or Power BI).
• Leadership & Collaboration (% of Time: 10%)
  • Collaborate with HR and Talent Acquisition on headcount planning and workforce strategy.
  • Act as a liaison between WFM, and Operations for budgetary alignment and reporting consistency.

Qualifications

• Required
  • Bachelor’s degree in Business, Statistics, Operations Research, Mathematics, or related field (or equivalent experience).
  • 5+ years of experience in Workforce Management, Capacity Planning, or Forecasting within a contact center environment (sales or marketing preferred).
  • Strong understanding of call center metrics and workforce principles (AHT, shrinkage, occupancy, service level, etc.).
• Preferred
  • Advanced proficiency with Excel and at least one forecasting or analytical tool (e.g., Power BI, SQL, R, or Python).
  • Familiarity with WFM platforms (Genesys, IEX, NICE, Verint, or equivalent).
  • Experience with marketing or inbound call centers, call flow management, and campaign analytics.
  • Experience with budget modeling, hiring plans, and operational planning cycles.
  • Proven ability to present complex data in an actionable format to senior leaders.

Competencies

• Strategic thinker with strong analytical problem-solving skills.
• Highly organized and able to manage multiple workstreams and deadlines.
• Collaborative communicator with strong business acumen.
• Curious and proactive about automation, continuous improvement, and process innovation.

Schedule

• Onsite Mon - Fri, 8am - 5pm

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