Operations Workforce & Capacity Planning Analyst

🕒 September 17

🏄 California – Remote

🏄 California – Remote

💵 $127.5k - $159.4k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Earnest

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Earnest is a financial technology company specializing in refinancing and consolidating student loans. It offers options to help clients reduce their interest rates and tailor loan payments to fit their budgets, without any credit impact. The company focuses on client satisfaction, providing in-house support and flexible refinancing solutions. Earnest's services include refinancing student loans, Parent PLUS refinancing, and personal loans, with the aim of making higher education more affordable and manageable for students and their families. Known for transparent practices and competitive rates, Earnest has refinanced over $19. 6 billion in student loans.

📋 Description

• 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 • Report to the Head of Operations

🎯 Requirements

• 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 • 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

🏖️ Benefits

• Health, Dental, & Vision benefits plus savings plans • Mac computers + work-from-home stipend to set up your home office • Monthly internet and phone reimbursement • Employee Stock Purchase Plan • Restricted Stock Units (RSUs) • 401(k) plan to help you save for retirement plus a company match • Robust tuition reimbursement program • $1,000 travel perk on each Earnie-versary to anywhere in the world • Competitive days of annual PTO • Competitive parental leave • Annual performance-based bonus