Operations Analytics Manager (WFM / Capacity Planning)

Operations Analytics Manager (WFM / Capacity Planning)

We are seeking a hands-on Operations Analytics professional to lead our engagement with a focus on Workforce Management (WFM). The individual will own capacity planning end to end, from building forecasts and staffing models to turning the results into clear recommendations for senior business and operations leaders. The candidate will also identify and drive operations analytics initiatives and act as the primary point of contact between the business and offshore analytics team.

The role blends hands-on analytical depth with executive-level communication. The candidate should be equally comfortable debugging a staffing model and presenting its implications to senior leaders.

Responsibilities

Capacity Planning and Workforce Management:

• Own capacity planning across lines of business: forecasting, workload and productivity assumptions, shrinkage, attrition, hiring, and FTE requirements.
• Build and maintain staffing models and what-if scenarios.
• Track forecast accuracy and continuously improve methodology.
• Align plans with WFM, finance, and operations leaders.

Operations Analytics Initiatives:

• Lead initiatives in performance management, KPI frameworks, agent and channel performance, cost leakage, and contact driver analysis.
• Build dashboards and self-service reporting for data-driven decisions.
• Apply AI-enabled approaches to improve analytics productivity, automation, and insight generation.

Engagement and Team Leadership:

• Support the offshore analytics team: scoping work, setting priorities, reviewing deliverables, and ensuring quality and on-time delivery.
• Manage the engagement plan, status reporting, risks and issues, and governance.
• Coach team members on analytical rigor, storytelling, and business context.

Stakeholder Management & Communication:

• Present analyses, risks, and recommendations to senior leadership in a clear, decision-oriented way.
• Turn complex outputs into business narratives, executive summaries, and presentations.
• Manage priorities, timelines, and expectations across competing requests.
• Act as a strategic advisor to business leaders, not just a reporting resource.

Requirements

Required Skills:

• 5+ years in operations analytics, WFM, or capacity planning with 2+ years of leading engagements.
• Advanced proficiency in SQL and at least one analytical programming language, such as Python or R.
• Experience building dashboards in Tableau.
• Strong analytical and structured problem-solving skills.
• Strong written and verbal communication, stakeholder management, and consulting skills.
• Ability to independently identify opportunities, develop recommendations, and influence cross-functional stakeholders.
• Bachelor's degree in economics, mathematics, computer science, engineering, operations research, statistics, or a related quantitative field.

Preferred Skills:

• Hands-on experience with AI coding assistants such as Claude Code.
• Financial services, banking, or lending operations experience (collections, servicing, fraud, origination support).