Strategic WFM Analyst
About the role
The Strategic WFM Analyst owns centralized forecast, capacity planning, workforce cost optimization, and strategic headcount trade-offs across all lines of business, acting as a high-judgment governance function to translate complex demand forecasts into defensible staffing and cost strategies with executive stakeholder alignment.
Responsibilities
- Translating multi-LOB demand forecasts into monthly and quarterly capacity, headcount, and budget requirements.
- Modelling workforce and financial trade-offs across internal FTEs, BPO partners, overtime spend, bonus hours, productivity shifts, and shrinkage.
- Analyzing demand-funnel changes (e.g., product feature roll outs, AI bot deflection shifts) and quantifying their capacity and dollar impact.
- Partnering directly with Finance, Product, and Operations to validate baseline assumptions, enforce input SLAs, and align on staffing commitments.
- Drafting concise, decision-ready executive memos and Weekly Business Reviews (WBRs) for Directors and leadership.
- Conducting deep-dive root-cause analyses for operational variances from capacity plans and establishing corrective actions.
- Standardizing capacity planning frameworks, modeling templates, and operating standards across LOBs.
- Maintaining deep forecasting competency to audit models and provide seamless coverage across the central WFM engine.
Qualifications
- Strategic WFM Maths: strong quantitative background with expertise in capacity modelling, Erlang, shrinkage, AHT, SLA/ASA trade-offs; advanced proficiency in Google Sheets, SQL, or Python.
- Business & Financial Judgement: ability to connect operational queue dynamics to dollar exposure, hiring velocity, BPO costs, and SLA risk.
- Executive Communication: superior strategic writing skills to distill complex analytics into 1-2 page memos.
- Cross-Functional Influence: ability to establish governance, challenge assumptions with data, and align leadership without formal authority.
- Blank-Page Ownership: comfort operating in ambiguity with incomplete data, focusing on material matters.
- WFM Analyst Profile: deep core WFM domain expertise with a strategic/ops spike, not a generalist or passive scheduler.
Skills
About Clipboard
Connects workplaces with professionals nearby.
We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent.
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