Strategic WFM Analyst

Responsibilities

• 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.
• You are exceptionally strong in WFM maths and financial analytics, exhibit deep strategic curiosity, navigate messy raw data effortlessly, and communicate recommendations with executive-level clarity.
• 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.

Role Overview

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).

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.

Application

• Diagnostic Case Study
• Case Study Interview - Technical & Capacity Interview
• Executive Judgement & Strategic Interview
• Culture Interview (People Ops)
• Offer

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