Operations Workforce & Capacity Planning Analyst

Earnest•San Francisco, CA

1d•Remote

About The Position

Earnest empowers ambitious professionals to make confident financial decisions and build the life they envision. Earnies are committed to helping borrowers move forward with confidence by offering smarter borrowing options with a clearer path to taking control of their debt. If you’re as passionate as we are about our mission, read more below, and let’s build something great together. The Operations Workforce & Capacity Planning Analyst, you will report to the Head of Operations. As the Operations Workforce & Capacity Planning Analyst , you will: 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.

Requirements

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.

Nice To Haves

Experience with Verint WFM or similar workforce management platforms.
Experience with Talkdesk and/or HubSpot.
Python or other scripting experience for analytics and automation.
Advanced analytics, project management, or Lean Six Sigma training.

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.