WFM Forecasting & Capacity Planning Analyst

Location: Mexico City, Mexico

Company

hirify.global operates a global delivery platform and support network serving consumers, merchants, and delivery workers.

What you will do

• Build and maintain monthly, weekly, daily, and interval-level support capacity planning models for a 24/7/365 organization.
• Forecast incoming support contacts based on delivery volume and consumer and delivery worker onboarding.
• Analyze historical data and seasonality trends to improve forecast accuracy, staffing efficiency, speed, quality, and customer experience.
• Guide short-term staffing adjustments and work with operations teams to track and optimize staffing implementation.
• Partner with Real Time Analysts on demand insights and outage reporting.
• Develop recommendations from Excel/SQL analysis through budgeting, implementation, testing, measurement, and operational improvement.

Requirements

• 4+ years of post-graduate experience in technology, operations, strategy, consulting, banking, or a related field.
• Strong analytical and data-driven problem-solving skills, including the ability to work with detailed data and complex problems.
• Experience modeling data in Excel or Google Sheets and pulling data with SQL.
• Strong written and verbal communication, organization, attention to detail, and follow-through.
• Ability to manage multiple deadlines in a fast-paced, constantly changing, team-oriented environment.
• Ability to work across operations, integrity, customer experience, product, engineering, and tools teams.

Culture & Benefits

• Team-oriented environment with a fast pace and multiple concurrent priorities.
• Empowerment to make decisions and take recommendations from start to finish.
• Focus on continuous improvement, creative solutions, quality, and measurable outcomes.
• Work supporting a global network of support centers and a safe, trustworthy customer experience.