Role Overview
The Strategic WFM Analyst sits in the Core Workforce Management (WFM) Planning & Operations Strategy team and is responsible for owning centralized forecasting, capacity planning, workforce cost optimization, and strategic headcount trade-offs across all lines of business (LOBs). Moving beyond traditional scheduling and intraday monitoring, this role is a high-judgment governance function. It translates complex demand forecasts into defensible FTE, BPO, and overtime spend strategies, models capacity risks, and aligns 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.
What You'll Do
- Translate multi-LOB demand forecasts into monthly and quarterly capacity, headcount, and budget requirements.
- Model workforce and financial trade-offs across internal FTEs, BPO partners, overtime spend, bonus hours, productivity shifts, and shrinkage.
- Analyze demand-funnel changes (e.g., product feature rollouts, AI bot deflection shifts) and quantify their exact capacity and dollar impact.
- Partner directly with Finance, Product, and Operations to validate baseline assumptions, enforce input SLAs, and align on staffing commitments.
- Draft concise, decision-ready executive memos and Weekly Business Reviews (WBRs) for Directors and leadership.
- Conduct deep-dive root-cause analyses whenever operational actuals deviate from capacity plans, and establish corrective action paths.
- Standardize capacity planning frameworks, modeling templates, and operating standards across LOBs.
- Maintain deep forecasting competency to audit models, challenge underlying assumptions, and provide seamless coverage across the broader central WFM engine.
What We're Looking For
- 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, isolating what materially matters without requiring step-by-step direction.
WFM Analyst Profile
Strong core WFM domain expertise with a strategic/Ops spike. This is not a generalist role and not a passive, traditional scheduler role.
Hiring Process
- Application
- Diagnostic Case Study
- Case Study Interview - Technical & Capacity
- Executive Judgement & Strategic Interview
- Culture Interview (People Ops)
- Offer
