WFM Capacity Analyst

84604

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.

• $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!

• 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

• Bachelor’s degree in Business, Analytics, Mathematics, Statistics, or related field OR equivalent experience
• 5-7+ 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…