Operations Workforce & Capacity Planning Analyst (Fintech)

Location: Remote, based in the United States; San Francisco, California is listed as the role location.

Salary: $127,500–$159,375 USD base salary, plus eligibility for an annual performance-based bonus and equity.

Company

hirify.global provides smarter borrowing options to help professionals make confident financial decisions and manage debt.

What you will do

• Own workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans.
• Lead implementation and rollout of a workforce management platform with Operations, Engineering, Data, and external vendors.
• Build and automate forecasting, scheduling, and workforce planning processes.
• Develop capacity models and scenario analyses covering headcount, budget, shrinkage, overtime, and resource allocation.
• Partner with Operations leadership on scheduling, intraday management, service levels, and proactive staffing adjustments.

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 and the ability to turn workforce data into actionable recommendations.
• Proficiency in SQL, Excel, and/or Google Sheets.
• Experience partnering with Operations, Finance, Data, and technical teams.
• Must be based in the United States.

Nice to have

• 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.

Culture & Benefits

• Health, dental, and vision benefits with savings plans.
• Mac computer, work-from-home stipend, and monthly internet and phone reimbursement.
• Employee Stock Purchase Plan, RSUs, and 401(k) with company match.
• Tuition reimbursement, paid time off, and parental leave.
• Annual travel perk and an inclusive workplace focused on diversity, equity, and belonging.