Capacity Planning & Forecasting Analyst (Fintech)

TL;DR

Capacity Planning & Forecasting Analyst (Fintech): Developing demand forecasts and capacity plans for contact center operations with an accent on statistical modeling and resource optimization. Focus on improving forecasting accuracy, analyzing performance metrics, and aligning staffing with business goals in a blended employee and BPO environment.

Location: Must be based in Denver, CO or Westlake, TX (hybrid, in-person attendance expected at least 3 days per week)

Salary: $105,000 – $123,000 USD

Company

A financial services company on a mission to democratize finance for all by applying frontier technologies to global financial problems.

What you will do

• Build and maintain statistical forecasting models to predict customer demand, contact volumes, and workloads.
• Create short, medium, and long-term capacity plans to align staffing with expected demand.
• Monitor and optimize key performance metrics such as service levels, productivity, and resource utilization.
• Partner with operations, HR, and vendor teams to synchronize workforce plans with business goals.
• Analyze historical data and conduct scenario analyses to support strategic planning decisions.
• Prepare reports and present data-driven insights and recommendations to leadership.

Requirements

• Bachelor’s degree or equivalent experience in business, analytics, statistics, or a related field.
• 5+ years of experience in workforce management or contact center forecasting.
• 3+ years of experience in data analysis and project-based work.
• Experience with WFM tools such as Assembled, Aspect, Calabrio, or NICE.
• Experience using AI tools to support forecasting, analysis, or planning work.
• Must be based in Denver, CO or Westlake, TX.

Culture & Benefits

• Performance-driven compensation with bonus programs and equity ownership.
• 100% paid health insurance for employees and 90% coverage for dependents.
• 401(k) matching, employer-paid life, and disability insurance.
• Flexible "Lifestyle wallet" for wellness, learning, and other personal growth.
• Comprehensive time-off policy including company holidays, sick time, and parental leave.
• High-end office experience with catered meals and comfortable workspaces.