How Remoteville checks and expires listings
Senior Associate, Workforce Planning
Skills
Analytical SkillsAnalyticsCapacity PlanningDemand ForecastingForecastingMavenMicrosoft Excel
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2-3 years of WFM experience or 4-5 years of strategy experience at a tech company
- Owned forecasting and capacity planning across multiple channels and queues
- Experience building WFM schedules including shrinkage modeling shift bidding PTO processes and capacity planning inputs
- Managed intraday operations and adjusted staffing plans in real time
- Driven root cause analysis on SLA misses and cost overruns
- Translated operational insights into routing logic skill assignments and WFM tool recommendations
- Strong analytical skills and data storytelling
- Advanced Excel or Sheets modeling
- Self-directed and able to drive adoption independently
- Comfort navigating ambiguity and fast-moving environments
- Highly detail-oriented
- Clear verbal and written communication
Nice to have
- Data-driven
- Detail-oriented
- Self-directed
- Ambiguity-tolerant
- Operational mindset
- Strong communicator
Day to day
- Own demand and supply forecasting across multiple member-facing services and workflows, translating demand signals into staffing plans that balance service levels and cost.
- Monitor operational metrics and real-time queue performance, making proactive adjustments to protect SLAs and reduce variances.
- Build dashboards, reporting infrastructure, and automated tracking systems that give leaders clear visibility and support root-cause analysis.