WFM Capacity Planning Analyst

About the role

You will manage workforce capacity plans to ensure staffing levels align with operational demand and service targets. This role requires you to act as the central planner who translates volatile business demand into stable, executable workforce strategies. You own the integrity of the capacity planning process from assumption validation through to documented sign-off and handover. In this position, you will bridge the gap between forecasting and scheduling by coordinating with cross-functional stakeholders to resolve discrepancies and define clear hiring requirements. You are responsible for developing and maintaining capacity plans across weekly, monthly, and quarterly timeframes to support business growth. You will define hiring strategies, including volume, start dates, and ramp-up profiles, based on data-driven analysis of risk and operational need. You will prepare and validate critical data inputs such as AHT, attrition, and historical performance metrics to ensure the accuracy of your models. You will execute scenario modeling to assess the impact of demand volatility, hiring delays, or policy changes, enabling the business to make informed decisions.

Key facts

What you'll do

• Develop and maintain capacity plans across weekly, monthly, and quarterly timeframes to ensure coverage aligns with service demand.
• Convert demand forecasts into specific headcount, hour, and skill-based staffing profiles that reflect current and future operational needs.
• Collaborate with Demand Management, Analytics, and Operations to validate volume, productivity, and shrinkage assumptions using a structured approach.
• Lead the formal sign-off process for capacity plans and document all associated risks, trade-offs, and dependencies for auditability.
• Manage the handover of approved plans to the Scheduling team, acting as the primary point of contact for clarifications and plan adjustments.
• Define hiring strategies, including volume, start dates, and ramp-up profiles, to address gaps while managing cost efficiency and risk.
• Prepare and validate data inputs such as AHT, attrition, and historical performance metrics to ensure the reliability of forecasting models.
• Execute scenario modeling to assess the impact of demand volatility, hiring delays, or policy changes on service levels and staffing requirements.
• Analyze large datasets to identify trends, anomalies, and risks, and communicate findings clearly to both technical and non-technical stakeholders.
• Ensure that capacity plans adhere to operational policies, regulatory requirements, and internal governance standards.
• Partner with cross-functional teams to drive continuous improvement in planning accuracy, data quality, and process efficiency.
• Support the implementation of new planning initiatives, providing subject matter expertise and practical guidance to stakeholders.
• Monitor plan adherence and trigger corrective actions when variances exceed defined thresholds to maintain service integrity.
• Act as a subject matter expert on capacity planning principles, contributing to the development of best practices and methodologies within the organization.

Requirements

• 2 to 4 years of professional experience in WFM, capacity planning, forecasting, or operations analytics within a relevant industry.
• Background in high-volume operational environments, such as contact centers or case-based teams, where planning rigor is essential.
• Understanding of capacity planning principles, including supply and demand balancing, shrinkage management, and skill-based modeling.
• Proficiency in spreadsheet software like Excel or Google Sheets, specifically with complex formulas, data manipulation, and scenario modeling.
• Ability to analyze large datasets, extract meaningful insights, and communicate risks and recommendations to stakeholders effectively.
• Self-motivated individual capable of working with minimal supervision while maintaining a high standard of accuracy and ownership.
• Strong analytical mindset with the ability to translate business problems into quantitative models and actionable plans.
• Excellent written and verbal communication skills in English to facilitate collaboration across teams and locations.

Nice to have

• Experience using WFM or planning software such as Calabrio, NICE, or Verint.

Practical notes

• Visa sponsorship is available for this role, subject to eligibility and local policy.
• Wise supports a diverse and inclusive work environment where all employees are encouraged to contribute and grow.
• This role is based in Tallinn, Estonia, and is offered as a full-time position with standard working hours as defined by local regulations.
• The successful candidate will be expected to integrate fully with the team, participating in planning cycles, reviews, and ongoing process improvements.