Strategic Operations Workforce & Capacity Lead

Caplan and Earnest LLC; San Francisco (CA); Hybrid; USD 123,000 - 154,000; Full time

Benefits offered by this job

Health, Dental, Vision benefits

Mac computers

Work-from-home stipend

Monthly internet reimbursement

Employee Stock Purchase Plan

Restricted Stock Units (RSUs)

401(k) plan with company match

Tuition reimbursement

Travel perk on Earnie-versary

Competitive PTO

Parental leave

Job summary

Earnest, based in the United States, seeks an Operations Workforce & Capacity Planning Manager to own end-to-end workforce strategy across Operations and lead the rollout of a new workforce management platform.

You will develop capacity models and scenario analyses, guide headcount, budget, shrinkage and resource allocation, and partner with Leadership on workforce performance, scheduling and proactive staffing adjustments.

Qualifications

• 7+ years of workforce management or capacity planning experience, including a WFM system implementation or major process build.
• 4+ years supporting contact center operations, including forecasting, scheduling, and intraday management.
• Strong analytical skills with the ability to turn 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, translating volume forecasts and business needs into staffing and headcount plans.
• Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors.
• Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency.
• Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation.
• Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments.

Skills

Workforce management

Capacity planning

Forecasting

Data analysis

SQL

Excel

Cross-functional collaboration

Vendor management

Tools

Verint WFM

Talkdesk

HubSpot

Python

Job description

Earnest, based in the United States, seeks an Operations Workforce & Capacity Planning Manager to own end-to-end workforce strategy across Operations and lead the rollout of a new workforce management platform.

You will develop capacity models and scenario analyses, guide headcount, budget, shrinkage and resource allocation, and partner with Leadership on workforce performance, scheduling and proactive staffing adjustments.