Senior Workforce Planning Analyst

About the Role We are looking for an experienced Workforce Planning professional with strong analytical and business intelligence capabilities to support workforce and operational decision-making. The role will focus primarily on workforce forecasting, capacity planning, headcount analysis, staffing requirements, and workforce optimization. You will work closely with Operations and business leaders to determine whether workforce requirements are supported by actual and forecasted demand. This is not a BI Developer position. While knowledge of Tableau and Power BI is important, the successful candidate's primary expertise should be Workforce Management and the ability to interpret workforce intelligence, identify trends, challenge assumptions, and turn data into practical staffing recommendations. Key Responsibilities Workforce Planning & Capacity Management

• Develop and maintain workforce forecasts, capacity plans, headcount requirements, and staffing scenarios based on operational demand.
• Determine required FTE/headcount using factors such as workload or volume, productivity, AHT, shrinkage, occupancy/utilization, SLA requirements, attrition, available capacity, and other relevant workforce assumptions.
• Analyze current and future workforce capacity and identify potential staffing gaps or surpluses.
• Review actual workforce performance against forecasts and capacity plans and investigate significant variances.
• Support short-, medium-, and long-term workforce planning activities.
• Evaluate the impact of attrition, leave, training, schedule changes, business growth, productivity, and other operational factors on future staffing requirements.
• Recommend opportunities to maximize existing workforce capacity before additional headcount is added.

FTE Validation & Business Partnering

• Partner directly with Operations Managers and business stakeholders to understand workforce and staffing requirements.
• Review and validate requests for additional FTE/headcount using workforce and operational data.
• Challenge staffing assumptions when analysis indicates that a different workforce requirement may be more appropriate.
• Develop what-if scenarios and alternative staffing models to help stakeholders understand the impact of different workforce decisions.
• Translate workforce findings into clear recommendations for hiring, scheduling, resource allocation, productivity improvement, or capacity optimization.
• Present workforce insights and recommendations clearly to Operations and management.

Workforce Intelligence & Analytics

• Use workforce dashboards and business intelligence tools to monitor headcount, capacity, productivity, utilization, shrinkage, service levels, forecast accuracy, and other workforce KPIs.
• Analyze workforce data using Tableau, Power BI, Excel, and/or similar analytical tools.
• Interpret dashboards and reports to identify trends, risks, workforce gaps, and opportunities for operational improvement.
• Translate workforce data into meaningful business intelligence and actionable recommendations, rather than simply reporting numbers.
• Work with reporting, MIS, BI, or data teams as needed to ensure workforce dashboards and reports provide the information required for planning and decision-making.
• Support continuous improvement of workforce reporting, analytics, and planning processes.

Qualifications

• Bachelor's Degree in Business, Finance, Mathematics, Statistics, Information Technology, Industrial Engineering, Psychology, or another relevant field.
• Solid professional experience in Workforce Management, Workforce Planning, Capacity Planning, Resource Planning, or Workforce Analytics.
• Hands-on experience in forecasting, capacity planning, staffing analysis, and determining workforce/headcount requirements.
• Strong understanding of workforce concepts including:
• Forecasting
• Capacity planning
• FTE/headcount modelling
• Scheduling and coverage
• Productivity
• AHT/workload
• Shrinkage
• Occupancy/utilization
• SLA/service requirements
• Attrition
• Forecast versus actual analysis
• Experience partnering with Operations or business leaders on workforce and staffing decisions.
• Ability to analyze and challenge FTE requirements using data.
• Strong analytical and problem-solving capability.
• Advanced or strong working knowledge of Microsoft Excel.
• Good working knowledge of Tableau and/or Power BI for workforce intelligence, dashboards, reporting, and data analysis.
• Ability to understand and interpret BI dashboards and translate the information into workforce recommendations.
• Experience in a Shared Services, BPO, Global Business Services, or other large-scale operational environment is preferred.
• Strong communication, presentation, and stakeholder-management skills.