WFM Capacity Planning Analyst
$35,400–$45,000 year
On-siteTallinn, Harjumaa, Estonia
Job Summary
Develop and maintain workforce capacity plans across short- and mid-term horizons by translating validated demand forecasts into headcount, FTE, hours, and skill-based staffing profiles. Partner with Demand, Analytics, and Operations to validate forecast inputs, challenge anomalies, and ensure plans reflect agreed SLA targets, productivity assumptions, and operational constraints. Execute the structured handover of approved plans to Scheduling, acting as the primary contact for clarifications and ensuring version-controlled communication of changes. Translate capacity outputs into hiring requirements, including volumes, start dates, and ramp profiles, while running what-if scenarios to assess demand volatility and hiring risks. Own data collection and KPI preparation for capacity exercises, ensuring sources are consistent, documented, and auditable. Support workforce supply decision-making with clear, data-backed scenarios and escalate risks to senior leadership. Requires 2–4 years of experience in Workforce Management and proficiency in Excel and planning tools. Located in Tallinn with sponsorship available.
Required Qualifications
- 2–4 years of experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics
- Experience working in high-volume operational environments (contact centre or case-based)
- Exposure to planning cycles, stakeholder validation, and workforce supply planning
- Strong understanding of capacity planning concepts, including demand vs supply balancing, AHT and productivity drivers, shrinkage and availability, skill-based capacity modelling
- Ability to build, maintain, and explain structured planning models
- Comfortable analysing scenarios and articulating impacts and risks
- Strong proficiency in spreadsheets (Excel / Google Sheets), including complex formulas, scenario modelling and data validation
- Comfortable working with large datasets and multiple data sources
- A self-starter who is comfortable working autonomously
Desired Qualifications
- Experience working with WFM or planning tools (e.g. Calabrio, NICE, Verint, or similar) is preferred
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