WFM Capacity Analyst

Location Zip Code:84604

Job Family:

Workforce Planning We are seeking a hard-working, innovative, detail-oriented and creative team player to join our Aptive team! This is a remote and full-time Capacity Analyst position. This role will be responsible for leading the design, evolution, and optimization of enterprise workforce strategies, systems, and planning frameworks. This role operates at a strategic level, owning the development of scalable workforce models that align long-term business objectives with labor efficiency, service performance, and operational growth.

This position serves as a key advisor to leadership, driving workforce strategy through advanced modeling, system design, and cross-functional influence across Operations, Finance, HR, and Technology.

What we offer:

$57k - $70k depending on experience

Annual merit eligibility & bonus potential of up to 5%
Group Health, Dental, and Vision plans

Pet insurance, Life insurance, and EAP benefits
401K with employer match up to 4%
Paid holidays and paid time off Opportunity for advancement

Upbeat and exciting company culture and much more!

Responsibilities include:

Workforce Strategy & Capacity Design:

Design and evolve enterprise workforce planning frameworks across call center and field operations

Establish scalable capacity models that align long-term demand with workforce supply strategies

Define workforce strategies that balance service performance, labor cost optimization, and business growth

Lead development of workforce planning standards, methodologies, and governance

Advanced Scenario Modeling & Business Planning:

Develop and lead complex scenario modeling to evaluate strategic business decisions (market expansion, channel shifts, pricing models, operational changes)
Partner with Finance and executive leadership to align workforce strategies with financial planning, budgeting, and EBITDA targets

Provide forward-looking recommendations that shape workforce investments and organizational direction

System Design & Workforce Technology Optimization:

Lead design and optimization of workforce management systems, tools, and integrations (WFM, ACD, FMS, BI platforms)
Identify gaps in current systems and drive implementation of scalable, automated solutions

Partner with Technology and BI teams to enhance data infrastructure and workforce analytics capabilities

Cross-functional Strategic Leadership:

Act as a strategic partner to senior leadership across Operations, Finance, HR, and Technology Influence decision-making through data-driven insights and workforce expertise

Drive alignment between workforce strategy and enterprise objectives

Performance Optimization & Workforce Economics:

Evaluate workforce performance at a macro level to identify opportunities for efficiency, cost optimization, and scalability

Define and track key workforce KPIs (labor utilization, productivity, service levels, cost efficiency)
Lead initiatives that improve labor economics and operational performance

Process Innovation & Continuous Improvement:

Identify and lead transformation initiatives across forecasting, capacity planning, and scheduling functions

Establish scalable processes and frameworks that support business growth and operational complexity

Drive innovation in workforce planning through automation, advanced analytics, and emerging technologies

Requirements:

Bachelor’s degree in Business, Analytics, Mathematics, Statistics, or related field OR equivalent experience5-7+ years of experience in workforce planning, capacity strategy, operations strategy, or advanced analytics

Proven experience designing workforce models, systems, or large-scale operational strategies

Deep experience with workforce technologies (WFM, ACD, FMS, BI, ERP systems)
Strong experience with advanced analytics tools (SQL, Python, or similar) preferred

Lean/Six Sigma certification (Green Belt or higher) preferred

Advanced strategic thinking with ability to design scalable workforce solutions

Expertise in workforce modeling, scenario planning, and capacity strategy

Strong business and financial acumen (labor modeling, cost optimization, ROI analysis)
Ability to influence executive stakeholders and drive enterprise-level decisions

Advanced data analysis and problem-solving skills

Strong communication and executive presentation skills

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