The role blends hands-on analytical depth with executive level communication. The candidate should be equally conformable, debugging a staffing model and presenting its implications to senior leaders.
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-enables 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
Candidate Profile
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 Qualifications
Hands-on experience with Claude Code or similar AI coding assistants
Financial services, banking, or lending operations experience (collections, servicing, fraud, origination support)
