Actively Hiring

Our mission is to make higher education accessible and affordable for everyone

Responds within two weeks
Based on past data, Earnest usually responds to incoming applications within two weeks
B2C
Scale Stage
Rapidly increasing operations
+1

Responds within two weeks
Based on past data, Earnest usually responds to incoming applications within two weeks
B2C
Scale Stage
Rapidly increasing operations
+1

Operations Workforce & Capacity Planning Analyst

$123k – $154k
|Remote (
United States
) •
San Francisco
|Full Time

Posted: 2 days ago• Recruiter recently active

Job Location

San Francisco

Hires remotely in

United States

Visa Sponsorship

Not Available

RelocationNot Allowed

Hiring contact

Tyler Yates

Employee

About the job

The Operations Workforce & Capacity Planning Analyst, you will report to the Head of Operations.

As the Operations Workforce & Capacity Planning Analyst,you will:

Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans.
Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors.
Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency.
Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation.
Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments.

About You:

7+ years of workforce management or capacity planning experience, including a WFM system implementation or major process build.
4+ years supporting contact center operations, including forecasting, scheduling, and intraday management.
Strong analytical skills with the ability to turn workforce data into actionable recommendations.
Proficiency in SQL, Excel, and/or Google Sheets.
Experience partnering across Operations, Finance, Data, and technical teams.

Even Better:

Experience with Verint WFM or similar workforce management platforms.
Experience with Talkdesk and/or HubSpot.
Python or other scripting experience for analytics and automation.
Advanced analytics, project management, or Lean Six Sigma training.

Where:

This role will be based in the US.

Compensation:

A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary based on the roles location. The successful candidate’s starting pay will also be determined based on job-related qualifications, internal compensation, candidate location and budget. This range may be modified in the future.

Salary Range: $123,00 - $154,000 USD. Employees are also eligible for an annual performance-based bonus and equity.

#LI-AM1

About the company

Earnest

Actively Hiring

Our mission is to make higher education accessible and affordable for everyone201-500 Employees

Oakland

201-500

Consumer Financial Services

Responds within two weeks
Based on past data, Earnest usually responds to incoming applications within two weeks
B2C
Scale Stage
Rapidly increasing operations
Top Investors
This company has received a significant amount of investment from top investors

Learn more about Earnest

Funding

AMOUNT RAISED

$127M

FUNDED OVER

5 rounds

Rounds

ACQ

$155000000

Acquired - Oct 2017+4

View Earnest's funding history

Perks

Healthcare benefits

Earnest offers competitive health plans for you and your family, mental health resources, and fun activities and programs to keep you feeling like your best self daily.

Retirement benefits

We offer a Fidelity 401(k) and Roth plan with a 5% employer match.

Parental leave

Earnest recognizes the importance of work-life balance and offers a generous paid leave policy of 12 weeks for expecting fathers and mothers

Employee Stock Purchase Plan

We offer Earnies the ability to purchase stock at a 15% discount and join in on our company's success!

Generous vacation

Team members are encouraged to take the time they need to recharge and have fun. Earnest offers 20-25 days of PTO to start.

Commuter benefits

We offer all team members a pre-taxed benefit and company provided amount for commuter expenses that allows for some serious saving!

Tuition Reimbursement

We offer tuition reimbursement to support you with your personal and professional development, as well as provide the opportunity to advance your career.

Remote Work

We allow our Earnie's to work anywhere in the U.S. and provide everything needed to be successful in a home environment, including a MacBook Pro and an annual stipend to purchase office supplies and equipment.

Airfare on your anniversary

For each anniversary with Earnest, we fund a flight of up to $1,000 – anywhere in the world!

Explore Earnest's perks and benefits