Senior Operations Analyst

TL;DR

Senior Operations Analyst: Building and owning capacity planning and workforce management capabilities to support global support operations with an accent on short- and long-term forecasting, headcount/capacity/budget tracking, and executive-level reporting. Focus on solving complex capacity risks and scenario planning in an ambiguous, fast-changing environment using data-driven models and tools.

Location: Austin, TX

Company

hirify.global provides digital banking and lending solutions for banks, credit unions, alternative finance companies, and fintechs.

What you will do

• Build and own capacity planning and workforce management capability for both large-scale and specialized initiatives with a global footprint.
• Create, maintain, and manage capacity planning systems and processes that adapt to dynamic product changes.
• Forecast work volume, staffing levels, and resourcing needs; analyze historical trends and provide recommendations to improve the cycle.
• Establish end-to-end tracking and control processes for headcount, capacity, and budget management across complex global operations.
• Mitigate capacity risks by managing dependencies across operating units and sites; deliver periodic executive updates.
• Compile and distribute daily/weekly/monthly/quarterly reporting on support performance, efficiency, effectiveness, and usage trends; perform trend analysis for proactive remediation.

Requirements

• 8+ years of demonstrated success in capacity planning, workforce management, and data analysis in a fast-paced contact center environment (or related work setting).
• Fluent written and oral communication in English.
• Experience building executive-level reports in Power BI.
• Proven experience with statistical systems/workforce management systems and how they relate to supporting operations.
• Proven experience with SQL, Salesforce, and MS Excel; comfort with complex algorithms and statistical inference.
• Must be authorized to work in the U.S.; Q2 is unable to sponsor or take over sponsorship of an employment visa.

Culture & Benefits

• Hybrid work opportunities.
• Flexible time off.
• Career development and mentoring programs.
• Health and wellness benefits, including competitive health insurance and generous paid parental leave for eligible new parents.
• Employee peer recognition programs (“You Earned it”).

Hiring process

• Interviews and evaluation of analytical/forecasting experience and ability to communicate insights to business and technical stakeholders.