Wfm forecasting & capacity planning analyst Job at DoorDash (Mexico City)

Capacity Planning Analyst

As the Capacity Planning Analyst, you will be the analytical engine driving our ...

Location

United Kingdom , Cardiff

Salary:

Not provided

Capital on Tap

Expiration Date

Until further notice

Requirements

Proven experience in Capacity Planning and long-term forecasting within a fast-paced, multi-channel Contact Centre or Financial Services operational environment
Strong understanding of WFM principles, shrinkage calculation, and resource modelling across diverse queues and skill sets
Expert proficiency in using advanced statistical and analytical methods for demand forecasting
Advanced skills in data manipulation and modelling, coupled with experience using BI tools or WFM software
Exceptional analytical skills with a meticulous attention to detail and a passion for data accuracy
Demonstrated ability to communicate complex, technical forecasts and capacity risks clearly and concisely

Job Responsibility

Develop, own and maintain highly accurate long-term demand forecasts (3-12 months) for multiple Customer Operations teams
Identify, analyse, and integrate key business drivers such as seasonality, marketing campaigns, product launches, and regulatory changes into complex forecasting models to increase prediction accuracy
Conduct robust scenario planning and 'what if' analyses to model the impact of various strategic decisions (e.g., hiring timelines, technology adoption, cross-skilling initiatives) on future capacity requirements
Translate demand forecasts into tangible capacity plans, outlining required full-time equivalent (FTE) staffing levels, necessary skill profiles, and adherence requirements
Proactively identify and communicate potential capacity shortfalls or surpluses, providing clear, data backed recommendations to the Service Delivery Manager and leadership teams to mitigate risks
Create and maintain compelling dashboards and reports to provide transparency into planning assumptions, forecast accuracy, and future resource needs
Work collaboratively with Real-Time Analysts to ensure the operational reality aligns with planning assumptions and to provide a feedback loop on forecast accuracy and intraday trends

What we offer

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan

Fulltime

Capacity Planning Analyst

We are seeking a highly analytical and data-driven Capacity Planning Analyst to ...

Location

United States , St. Louis

Salary:

76200.00 - 152300.00 USD / Year

Block

Expiration Date

Until further notice

Requirements

3-7 years of experience in capacity planning, workforce analytics, or similar analytical roles
Knowledge of WFM tools (e.g., Genesys, Verint, Assembled or specialized AI scheduling assistants)
Familiarity with forecasting, staffing metrics (shrinkage, occupancy), and scheduling strategies
Advanced proficiency in SQL for data extraction, manipulation, and analysis of large datasets
Experience in Python for data analysis, statistical modeling, and automation scripting
Hands-on experience with AI/ML predictive models (regression, time-series analysis, forecasting algorithms)
Experience utilizing Generative AI for automating analytical workflows and report generation
Proficiency in Tableau, Looker, Power BI, or similar data visualization tools
Strong analytical and problem-solving skills with exceptional attention to detail
Excellent communication abilities to translate technical findings into business recommendations

Job Responsibility

Develop and maintain sophisticated capacity and demand forecasting models using historical data, market trends, and AI/ML techniques
Create statistical models for predictive forecasting with 3-year planning horizons
Conduct scenario planning and sensitivity analyses to evaluate business strategy impacts (product launches, seasonal changes, expansion)
Analyze large datasets using SQL and Python to monitor KPIs, utilization rates, and identify capacity bottlenecks
Build automated data pipelines and enhance planning tools for improved accuracy and efficiency
Utilize prompt engineering with Generative AI to automate report writing and optimize query performance
Optimize queries and automate report generation using AI-powered tools
Apply WFM principles to forecast labor demand/supply and optimize scheduling
Manage staff allocation to meet service levels while controlling costs and preventing burnout
Monitor staffing metrics including shrinkage, occupancy, and scheduling effectiveness

What we offer

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Fulltime

Operation Lead Analyst

Cigna is expanding its deployment of Workforce/ Resource Management and Capacity...

Location

India , Bengaluru

Salary:

Not provided

The Cigna Group

Expiration Date

Until further notice

Requirements

Graduation in Business Administration, Finance or equivalent required
8+ years of experience with Min. 3+ years operational planning experience including scheduling and forecasting
Knowledge & experience with administering any WFM software, Avaya, CUIC or Cisco Phone System
Polished presentation Skills
Proficient in Microsoft Office, including but not limited: Expert in Excel, macros, formulas
MS Access
Strategic staffing and capacity management experience for a global corporation
Experience partnering closely with Finance team & Operations team
Ability to organize workflow of other analysts
interact with partners

Job Responsibility

Able to devise detailed resource optimization plans in a multi-site, multiple networks, multiple lines of business & heavily decentralized environment and implement the same on capacity models/tools
Under general direction, analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Provides assistance to lower level traffic and scheduling staff, monitors inbound call traffic and ensures efficient distribution based on staff availability while ensuring customer service needs are met by coordinating and adjusting the call volume in a timely manner. Utilizes call volume reports and coordinates and completes capacity planning within the call center. Conducts call pattern forecasting and schedule planning to help meet business unit objectives. Maintains frequent contact with other departments when outages occur and calls must be redirected. Also requires knowledge of call center's staffing availability and call volumes
Able to understand & analyze short and long term staffing plans incorporating multiple work types (i.e. inbound, outbound, back office work, etc) with competing operational goals & effectively distribute resources to meet all goals simultaneously
Ensures the accuracy and timeliness of data by working time-off, schedules changes, and other WFM requests
Must have an understanding of IVR, ACD & other call delivery technology platforms
Works collaboratively with stakeholders, Departments /function and teams to create and deliver resource capacity forecasts
Manage relationships with business operations , finance and Manage workload assignments across environment achieving optimal performance
Contribute to or develop complete, realistic and achievable plans to drive project to successful implementation (on time, within budget and meeting Customer needs) of new predictive models
Strong ability to multi-task in a fast pace operational environment
Must be able to understand healthcare claims inventory management, forecasting, and associated staffing by multiple skills/work types

What we offer

health and wellness benefits
work/life balance programs
opportunities for career growth and development

Fulltime

New

Senior WFM Planning Analyst

As part of DoorDash’s Support Operations Team, we’re looking for an experienced ...

Location

Mexico , Mexico City

Salary:

Not provided

DoorDash

Expiration Date

Until further notice

Requirements

4+ years of post-grad experience
Analytical and data driven
Well-organized and attentive to detail
outstanding written and verbal communications skills
Impeccable follow-up and follow-through capabilities
Comfortable in a fast-paced, constantly changing, team-oriented environment
owner mentality
eagerness to bring solutions to big challenges
likes to dig in
comfortable in Excel/Google Sheets

Job Responsibility

Build and maintain support capacity plan models at a monthly, weekly, and interval level
Forecast incoming contacts based on Delivery volume, Mx and Dx onboarding
Analysis on historical data to provide insights that improve support operations
Guide Short-Term staffing adjustments to address current staffing gaps
Work with operations team to track staffing implementation and optimization
Partner with Real Time Analysts for demand insight and outage reporting
Build out and report on seasonality trends
Produce and use data and insights to identify opportunities to improve speed, quality, effectiveness, and customer experience
Partner with teams to improve processes and customer experience for consumers, merchants, and dashers
Accomplish recommendations from start to finish

Workforce Management Scheduling Analyst

The Workforce Management Scheduling Analyst is responsible for owning workforce ...

Location

United States

Salary:

55000.00 - 60000.00 USD / Year

Aura

Expiration Date

Until further notice

Requirements

4+ years of workforce management experience in a contact center environment
Strong expertise in workforce scheduling within a 24/7, multi-channel contact center environment
Experience scheduling for voice, chat, email/casework, and outbound support channels
Hands-on experience with Verint Workforce Management (required)
Experience working with a cloud contact center platform such as Five9 (preferred)
Strong understanding of workforce management concepts including service level, occupancy, shrinkage, schedule adherence, and staffing coverage
Experience supporting intraday workforce management operations
Strong analytical and problem-solving skills with the ability to identify operational risks and staffing gaps
Advanced Excel and reporting skills
Strong organizational and communication skills with the ability to manage complex scheduling environments

Job Responsibility

Own workforce scheduling for a 24/7, 365 multi-channel customer support operation including inbound voice, outbound calling, chat, and email/ casework
Develop and maintain optimized agent schedules that align with forecasts, staffing plans, and service level targets
Design shift structures, break and lunch placements, and staffing patterns to ensure adequate coverage during peak demand periods
Own the shift bid process including planning, schedule generation, communications, and implementation of new shift assignments
Establish and maintain scheduling governance policies including schedule change procedures, adherence exceptions, and schedule modification standards
Manage and administer daily PTO allotments within the scheduling platform to balance agent availability with service level requirements
Schedule recurring operational activities including meetings, trainings, coaching sessions, and company-wide events such as town halls while maintaining appropriate staffing coverage
Monitor schedule adherence trends and enforce adherence governance policies in partnership with CX leadership
Proactively identify potential coverage gaps, staffing risks, or skill-based constraints across channels, departments, or agent skill groups
Manage agent skill and queue assignments within workforce and telephony platforms as agents complete training or operational priorities shift, ensuring load balancing and optimal agent availability

What we offer

Generous health and wellness benefits
Retirement savings plans
Parental leave

Fulltime

Senior Workforce Management Analyst

We are seeking a highly skilled Senior Workforce Management (WFM) Analyst to own...

Location

United States , Virtual

Salary:

70000.00 - 78000.00 USD / Year

ATI Physical Therapy

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Mathematics, Statistics, Data Analytics, or a related field — or equivalent work experience
4+ years of workforce management experience in a high-volume contact center environment
Demonstrated proficiency in SQL and data visualization/reporting tools
Hands-on experience with NICE inContact / CXone, RingCentral, or other major contact center platforms
Deep understanding of Erlang-C modeling, interval-based forecasting, shrinkage planning, and occupancy optimization
Advanced proficiency with Excel, SQL, and BI tools (Power BI, Tableau, Looker)
Strong grasp of contact center KPIs and their operational drivers
Excellent analytical and problem-solving skills with the ability to simplify complex data for diverse audiences
Exceptional communication and presentation skills — able to influence stakeholders across all levels
Highly organized, detail-oriented, and capable of managing multiple priorities independently

Job Responsibility

Analyze and interpret contact center KPIs (Service Level, ASA, Abandonment, Occupancy, Shrinkage, etc.) and deliver executive-level reporting
Partner with process innovation team to develop self-service reporting dashboards in SQL and BI tools (Power BI, Tableau, Looker, etc.)
Build, maintain, and refine short- and long-term forecasts for contact volumes, handle times, and staffing requirements across multiple sites or business lines
Leverage advanced analytics and machine learning (ML/NLP) techniques to improve forecasting accuracy and workforce optimization
Conduct capacity planning and scenario modeling to inform hiring, scheduling, and performance improvement strategies
Write and optimize SQL queries to extract, transform, and analyze large data sets for actionable insight
Support scheduling and intraday management strategies in collaboration with WFM scheduling and real-time teams as needed
Serve as a subject matter expert (SME) in workforce management and telephony reporting integrations (NICE CXone, DialPad, RingCentral, ServiceNow, etc.)
Lead and contribute to process improvement initiatives focused on efficiency, automation, and agent engagement

Fulltime

Senior Workforce Analytics Analyst

We are seeking a highly skilled and motivated Senior Data Insights Analysts to p...

Location

United States , Richardson; Virginia Beach; Tucson; Lakeland; Fredericksburg

Salary:

80000.00 - 124000.00 USD / Year

Geico

Expiration Date

Until further notice

Requirements

Bachelor’s degree in data Analytics, Workforce Management, Business Administration, or a related field
Minimum of 4 years of experience in workforce analytics, contact center operations, or WFM-related roles
Proficiency in SQL, Power BI, Excel, and other data analytics or visualization tools
Experience with workforce management software such as AWS Connect, NICE, Alvaria, or similar platforms
Familiarity with predictive modeling, data mining, and statistical analysis
Strong critical thinking, problem-solving, and decision-making abilities
Excellent verbal and written communication skills, including the ability to explain complex data to diverse audiences
A proactive and detail-oriented mindset with the ability to manage multiple priorities in a fast-paced environment

Job Responsibility

Collect, process, and analyze contact center operational data to identify trends, patterns, and actionable insights that drive future proof operational improvements
Conduct root cause analysis on workforce performance issues, such as service level failures and staffing challenges
Collaborate with teams developing predictive models to enhance forecasting accuracy and optimize staffing plans
Create and maintain detailed reports and dashboards using SQL, Power BI, Excel, PowerPoint, and other tools to present complex data in a clear and actionable format
Ensure the accuracy and consistency of workforce metrics across all reporting processes
Translate actionable analytical findings into recommendations for stakeholders, tailoring communication for both technical and non-technical audiences
Collaborate with WFM leaders to develop data-driven staffing models, ensuring alignment with business goals and operational needs
Provide analytical insights to support short-term and long-term workforce planning, scheduling, and intraday management
Identify opportunities to proactively improve capacity planning, staffing efficiency, and cost management
Define, track, and analyze key performance indicators (KPIs) for workforce efficiency, service levels, and operational effectiveness

What we offer

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being
Financial benefits including market-competitive compensation
a 401K savings plan vested from day one that offers a 6% match
performance and recognition-based incentives
and tuition assistance
Access to additional benefits like mental healthcare as well as fertility and adoption assistance
Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year

Fulltime

Workforce Management Analyst

Calling all contact center management within the Oakville region! We are seekin...

Location

Canada , Oakville

Salary:

78000.00 - 95000.00 USD / Year

Randstad

Expiration Date

May 28, 2026

Requirements

Minimum of 3 years in the field of Contact Center Workforce Management with strong proficiency in workforce platforms, telephony systems (Genesys) PowerBI, and Excel
Must have experience utilizing Genesys in a workforce management capacity- scheduling, queue configuration and adherence tracking
Strong Computer Skills required
Excel, Workforce Management Software, Telephony tools
Working knowledge of conversational analytics tools and ability to integrate qualitative interaction insights with quantitative workforce metrics
Understanding of cost-to-serve drivers and the ability to distinguish influenceable versus unavoidable demand in high-volume service environments
Ability to translate complex operational data into clear, decision-ready insights for leadership
Excellent communication, presentation and customer service skills

Job Responsibility

Drive accurate forecasting, workforce planning, and operational system governance to ensure consistent achievement of contact centre service level objectives while maintaining operational efficiency
Translate workforce metrics and interaction-level insights into actionable demand intelligence, enabling leadership to proactively manage capacity, mitigate influenceable demand, and optimize cost-to-serve
Analyze operational performance trends, forecast variances, and contact drivers to identify service risks, friction patterns, and opportunities for process improvement that enhance customer outcomes
Develop short- and long-term staffing strategies that balance customer experience, employee experience, operational flexibility, and cost effectiveness
Monitor real-time queue performance and workforce adherence, providing data-driven guidance that protects service levels during volume fluctuations and operational disruptions
Integrate conversational and interaction analytics insights into forecasting and workforce analysis to improve demand visibility and anticipate repeat contact drivers
Conduct root cause analysis by synthesizing quantitative workforce data and qualitative interaction trends to uncover drivers of avoidable demand and service inefficiencies
Oversee WFM and ACD system governance, including call flow configuration and reporting structures, ensuring operational alignment with performance objectives
Create and maintain dashboards and reporting frameworks that translate complex operational data into clear, decision-ready insights for leadership
Deliver evidence-based recommendations that strengthen operational performance and contribute to improved customer experience outcomes

What we offer

Permanent full time opportunity
Hybrid work model- Oakville
15 vacation days
10 personal days
Benefits effective at 3 months

Fulltime

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Wfm forecasting & capacity planning analyst

Job Description

Job Responsibility

Requirements

What we offer

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