Strategic Workforce & Capacity Planning Analyst

Earnest; United States; Remote; USD 123,000 - 154,000; Full time

Benefits offered by this job

Health, Dental, & Vision benefits

Mac computers + work-from-home stipend

Monthly internet and phone reimburse-

Employee Stock Purchase Plan

Restricted Stock Units (RSUs)

401(k) plan with company match

Tuition reimbursement program

$1,000 travel perk on Earnie-versary

Competitive PTO

Parental leave

Job summary

Earnest is seeking an Operations Workforce & Capacity Planning Analyst to drive staffing and headcount plans across Operations in the US. You will lead a major WFM platform rollout and build scalable forecasting and scheduling processes to boost efficiency and reduce manual work.

You will develop capacity models, analyze scenarios, and partner with Operations leadership on staffing, service levels, and intraday adjustments.

Qualifications

• 7+ years of workforce management or capacity planning experience.
• 4+ years supporting contact center operations (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, 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

Tools

Verint WFM

Talkdesk

HubSpot

Python

Job description

Earnest is seeking an Operations Workforce & Capacity Planning Analyst to drive staffing and headcount plans across Operations in the US. You will lead a major WFM platform rollout and build scalable forecasting and scheduling processes to boost efficiency and reduce manual work.

You will develop capacity models, analyze scenarios, and partner with Operations leadership on staffing, service levels, and intraday adjustments.