Strategic WFM Analyst

The Strategic WFM Analyst lives in the Core Workforce Management (WFM) Planning & Operations Strategy team and is responsible for owning centralized forecast, capacity planning, workforce cost optimization, and strategic headcount trade-offs across all lines of business (LOBs). Moving beyond traditional scheduling and intraday monitoring, this role acts as a high-judgment governance function, translating complex demand forecasts into defensible FTE, BPO, and overtime spend strategies, modelling capacity risks, and aligning executive stakeholders across Finance, Product, and Operations.

Responsibilities

Translating multi-LOB demand forecasts into monthly and quarterly capacity, headcount, and budget requirements; Modelling workforce and financial trade-offs across internal FTEs, BPO partners, overtime spend, bonus hours, productivity shifts, and shrinkage; Analyzing demand-funnel changes (e.g., product feature roll outs, AI bot deflection shifts) and quantifying their exact capacity and dollar blast radius; Partnering directly with Finance, Product, and Operations to validate baseline assumptions, enforce input SLAs, and align on staffing commitments; Drafting concise, decision-ready executive memos and Weekly Business Reviews (WBRs) for Directors and leadership; Conducting deep-dive root-cause analyses whenever operational actuals deviate from capacity plans and establishing corrective action paths; Standardizing capacity planning frameworks, modeling templates, and operating standards across LOBs; Maintaining deep forecasting competency to audit models, challenge underlying assumptions, and provide seamless coverage across the broader central WFM engine

Requirements

Strategic WFM Maths: Exceptionally strong quantitative background with deep expertise in WFM fundamentals (capacity modelling, Erlang, shrinkage, AHT, SLA/ASA trade-offs) and advanced proficiency in Google Sheets, SQL, or Python; Business & Financial Judgement: Demonstrated ability to connect operational queue dynamics directly to dollar exposure, hiring velocity, BPO costs, and SLA risk; Executive Communication: Superior strategic writing skills with a natural instinct to distil complex, multi-variable workforce analytics into scannable, 1-2 page decision memos; Cross-Functional Influence: Proven ability to establish governance frameworks, challenge bad assumptions with back tested data, and align Finance, Product, and Operations leadership without formal authority; Blank-Page Ownership: High comfort operating in ambiguous environments with incomplete data, verifiably isolating what materially matters without requiring step-by-step direction; WFM Analyst Profile: Strong core WFM domain expertise with a strategic/Ops spike, not a generalist and not a passive traditional scheduler