Strategic Workforce & Capacity Planning Analyst

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

Benefits offered by this job

Health, Dental, Vision benefits

Mac computers + home office stipend

Monthly internet and phone Reim.

Employee Stock Purchase Plan

Restricted Stock Units (RSUs)

401(k) with company match

Tuition reimbursement program

Travel perk on Earnie-versary

Competitive PTO

Parental leave

Job summary

Earnest is seeking an Operations Workforce & Capacity Planning Analyst to own forecasting and staffing for the Operations group in the US. You will lead a major WFM platform rollout and partner with Engineering, Data, and Finance to build scalable processes and models.

With 7+ years in workforce management and strong SQL/Excel skills, you will influence headcount, budget, and service levels, while driving operational efficiency and intraday staffing optimizations.

Qualifications

• 7+ years of workforce management or capacity planning experience.
• 4+ years supporting contact center operations including forecasting.
• Strong analytical skills and ability to turn data into actionable recommendations.

Responsibilities

• Own end-to-end workforce strategy and capacity planning across Operations.
• Lead 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 efficiency.
• Develop capacity models and scenario analyses to guide headcount, budget, shrinkage, overtime, and resource allocation.
• Partner with Operations leadership on workforce performance, including scheduling and intraday management.

Skills

Workforce planning

Capacity planning

Contact center operations

Forecasting

Scheduling

SQL

Excel/Google Sheets

Cross-functional collaboration

Tools

Verint WFM

Talkdesk

HubSpot

Python scripting

Job description

Earnest is seeking an Operations Workforce & Capacity Planning Analyst to own forecasting and staffing for the Operations group in the US. You will lead a major WFM platform rollout and partner with Engineering, Data, and Finance to build scalable processes and models.

With 7+ years in workforce management and strong SQL/Excel skills, you will influence headcount, budget, and service levels, while driving operational efficiency and intraday staffing optimizations.