Job Title
Capacity Planning Analyst (Workforce Management / WFM)
Location
Foster City, California (Onsite – minimum 3 days per week in office)
Employment Type
12 Months Contract
Salary/Rate
40- 45 Per hour
This salary/rate range represents a good-faith estimate based on the role, level, and location in accordance with applicable pay transparency laws. Actual compensation may vary based on experience, skills, and other relevant factors.
Benefits
Benefits are provided by the employer and may include health insurance, retirement plans, paid time off, and other programs. Specific details will be confirmed during the hiring process.
Job Summary
As a Capacity Planning Analyst, you will support workforce planning efforts by translating operational demand signals into staffing plans using Workforce Management (WFM) tools such as NICE, UKG, or similar systems. This role focuses on executing established planning processes, maintaining planning assumptions, and supporting workload forecasting to ensure staffing plans align with operational needs. Your work will contribute to scheduling accuracy, operational readiness, and effective staffing across Service and R&D environments.
Responsibilities
- Support a weekly planning cycle to project staffing needs over a 6–8 week horizon
- Analyze recent performance trends to inform forecasting assumptions
- Translate activity volumes and handling times into staffing requirements
- Update forecasts based on demand changes, trends, and business inputs
- Collaborate with Operations teams to review and validate planning assumptions such as attendance, attrition, and workload drivers
- Maintain and update assumptions within WFM tools (e.g., NICE, UKG)
- Perform capacity calculations using agreed-upon inputs and demand data
- Document and track changes to planning assumptions for consistency
- Configure and maintain system inputs used to generate staffing and capacity outputs
- Validate system-generated outputs against operational expectations
- Monitor near real-time demand versus staffing and identify risks or gaps
- Translate short-term changes into staffing adjustments and communicate updates
- Validate data across forecasts, capacity models, and WFM systems
- Conduct audits of rosters and schedule configurations
- Prepare and distribute weekly staffing and workload plans
- Communicate risks, gaps, and planning updates to relevant stakeholders
Required Qualifications
- Bachelor’s degree in Business, Operations, Analytics, Economics, Engineering, or a related field, or equivalent experience
- 2–4 years of experience in workforce planning, capacity planning, operations analytics, or a similar role
- Experience with Workforce Management platforms such as NICE, UKG, Verint, or similar tools
- Experience working with staffing models, service levels, or operational throughput data
- Proficiency in SQL and/or Excel/Google Sheets
- Strong analytical skills with the ability to interpret data trends and support decision-making
- High attention to detail and data accuracy
- Ability to work in a fast-paced, dynamic environment
- Strong communication skills with the ability to explain technical concepts to non-technical audiences
Work Requirements
- Ability to work onsite in Foster City, CA at least three days per week
- Ability to work with cross-functional teams in a collaborative environment
- Availability to support planning cycles and operational needs, including time-sensitive updates
Equal Opportunity Employer
The company is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, marital status, disability, medical condition, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws.
