Capacity Planning Analyst (Workforce Management)

Location: Remote within the United States; U.S. employees may live in any of the 50 states, with limited exceptions. Travel up to 10% may be required.

Salary: $64,400–$102,800 or $67,800–$108,200 annually, depending on location.

Company

hirify.global is a U.S. real estate platform helping customers buy, sell, finance, and rent homes.

What you will do

• Build, maintain, and refine daily-to-monthly forecasts and capacity models in Aspect.
• Analyze forecast accuracy, performance trends, service levels, volume accuracy, productivity, costs, and vendor invoice compliance.
• Develop short-term tactical staffing and skilling plans with Operations, Vendor Management, Resource Planning, Finance, Product, and Business Intelligence.
• Drive efficiency initiatives involving queue design, occupancy optimization, and resource balancing across sites and partners.
• Maintain Workforce Management system configurations, forecasting models, and planning assumptions.
• Prepare performance reports and present forecast changes, staffing impacts, risks, and recommendations to partners and leaders.

Requirements

• Bachelor’s degree or equivalent experience in Operations, Finance, Business Administration, or a related quantitative field.
• 5+ years of forecasting and scheduling experience in a contact center or similar operational environment.
• 5 years of experience using workforce management tools, preferably Aspect (Alvaria).
• Proficiency in Microsoft Excel, including formulas, filters, pivot tables, and data imports and exports.
• Strong financial, business, analytical, problem-solving, communication, and presentation skills.
• Ability to work independently and collaboratively in fast-paced, ambiguous environments with high attention to detail.

Nice to have

• Experience with Verint or similar workforce management systems.
• Background in operations, finance, performance reporting, staffing optimization, or vendor performance management.

Culture & Benefits

• Remote work through hirify.global’s distributed Cloud HQ model.
• Competitive base salary and eligibility for equity awards based on experience, performance, and location.
• Opportunity to collaborate across Operations, Vendor Management, Finance, Product, Business Intelligence, and Workforce Management.
• Inclusive environment supporting professional growth and transferable skills from non-traditional backgrounds.