About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Strategic WFM Analyst based in Canada.
Responsibilities
- Translate multi-line-of-business demand forecasts into monthly and quarterly capacity, headcount, staffing, and budget requirements.
- Model workforce and financial trade-offs across internal FTEs, BPO partners, overtime, bonus hours, productivity changes, and shrinkage.
- Analyze changes in demand drivers, including product launches and shifts in AI-driven automation, and quantify their impact on workforce capacity and costs.
- Partner with Finance, Product, and Operations teams to validate assumptions, establish input expectations, and align on staffing commitments.
- Prepare concise, decision-ready executive memos and Weekly Business Reviews.
- Conduct detailed root-cause analyses when operational performance differs from capacity plans.
- Standardize capacity planning frameworks, analytical models, templates, and operating standards.
- Maintain strong forecasting expertise to audit models and challenge assumptions.
Requirements
- Strong quantitative expertise and deep knowledge of Workforce Management fundamentals, including capacity modeling, Erlang, shrinkage, AHT, and SLA/ASA trade-offs.
- Advanced proficiency with analytical tools such as Google Sheets, SQL, or Python.
- Strong business and financial judgment connecting operational workforce dynamics to hiring, BPO costs, overtime, budget, and service-level risk.
- Excellent strategic communication and writing skills.
- Experience influencing Finance, Product, Operations, and senior stakeholders.
- Comfortable building governance frameworks and backtested analysis.
- Strong core WFM background with a strategic and operations-oriented focus.
Conditions
- Competitive compensation ranging from $50,000 to $110,000.
- Fully remote working environment.
- High-impact ownership of workforce planning, capacity strategy, and cost optimization.
- Direct exposure to Finance, Product, and Operations leadership.
- High degree of autonomy.
- Exposure to evolving AI and automation initiatives.