Principal, Workforce Management (Business Analytics)

TL;DR

Principal, Workforce Management (Business Analytics): Evolving strategic capacity and workforce planning for CX operations with an accent on demand forecasting, resource optimization, and scaling operations. Focus on building scenario planning frameworks, integrating AI/ML into forecasting, and linking WFM strategy to overall business performance.

Location: Remote (Must be based in any of the 50 United States)

Salary: $125,100 - $210,300 per year

Company

hirify.global is the most-visited real estate platform in the U.S., reimagining how people navigate buying, selling, financing, and renting homes.

What you will do

• Lead the design and execution of demand forecasts and scenario-based capacity planning models for new products and business lines.
• Establish scalable frameworks for resource optimization across multiple channels including voice, chat, email, and automated tools.
• Partner with Data Science, Finance, and Operations teams to align on assumptions and inputs for capacity planning models.
• Drive the application of AI/ML and automation to improve forecasting accuracy and operational efficiency.
• Act as a strategic advisor to senior leadership on workforce strategy and operational readiness.

Requirements

• 8+ years of experience in workforce management, capacity planning, or contact center analytics.
• Deep expertise in staffing models and contact center operations.
• Advanced skills in data analysis using SQL and Excel.
• Proven ability to influence senior stakeholders and drive alignment across complex teams.
• Must be based in the United States.

Nice to have

• Proficiency in Python or R.
• Bachelor’s degree in Operations, Finance, Business Administration, or a quantitative field.
• Experience with contact center WFM tools, specifically Aspect.
• Background in financial planning or operations strategy.

Culture & Benefits

• Fully remote work flexibility within the United States.
• Competitive base salary and eligibility for equity awards.
• Work at a company recognized as one of Fortune 100 Best Companies to Work For (2025).
• Inclusive environment with a focus on professional growth and empowerment.