Senior Operations Workforce & Capacity Planner

earnest; San Francisco (CA); On-site; USD 123,000 - 154,000; Full time

Benefits offered by this job

Health, Dental, & Vision benefits plus

Mac computers + work-from-home stipend

Monthly internet and phone reimburse

Employee Stock Purchase Plan

RSUs

401(k) plan with company match

Tuition reimbursement

Travel perk on Earnie-versary

Competitive PTO

Parental leave

Job summary

Earnest is seeking an Operations Workforce & Capacity Planning Manager to own staffing strategy and long-range planning for our US Operations. You will lead the rollout of a new workforce management platform and collaborate with Engineering, Data, and Finance to improve forecasting and scheduling.

You will build scalable processes, develop capacity models, and guide decisions on headcount, budget, shrinkage, overtime, and resource allocation.

Qualifications

• 7+ years in workforce management or capacity planning.
• 4+ years supporting contact center operations, including forecasting, scheduling, intraday management.
• Strong analytical skills turning workforce data into actionable recommendations.
• Proficiency in SQL, Excel, and/or Google Sheets.
• Experience partnering across Operations, Finance, Data, and technical teams.

Responsibilities

• Own end-to-end workforce strategy and capacity planning across Operations.
• Lead implementation and rollout of a new workforce management platform with cross-functional partners.
• Build and automate scalable forecasting, scheduling, and planning processes to reduce manual work.
• Develop capacity models and scenario analyses for headcount, budget, and resource allocation.
• Partner with Operations leadership on scheduling, service levels, and proactive staffing adjustments.

Skills

Workforce planning

Forecasting

Data analysis

SQL

Excel/Google Sheets

Cross-functional collaboration

Process automation

Tools

Verint WFM

Talkdesk

HubSpot

Python

Job description

Earnest is seeking an Operations Workforce & Capacity Planning Manager to own staffing strategy and long-range planning for our US Operations. You will lead the rollout of a new workforce management platform and collaborate with Engineering, Data, and Finance to improve forecasting and scheduling.

You will build scalable processes, develop capacity models, and guide decisions on headcount, budget, shrinkage, overtime, and resource allocation.