Wise
Finance / FinServ
WFMCapacityPlanningAnalyst
Neural analysis suggests this role is
optimal for mid candidates.
“WFM Capacity Planning Analyst at Wise. Skills: Capacity Plan Development & Maintenance, Demand Validation & Stakeholder Sign-Off, Capacity-to-Scheduling Handover, Hiring Strategy Inputs & Workforce Supply Planning, Data Collection & KPI Inputs for Capacity Exercises, Scenario Analysis, Risk Identification & Continuous Improvement. Development, maintenance, and execution of workforce capacity plans, ensuring staffing supply is aligned with validated demand, service targets, and operational constr”
What You'll Achieve.
Ensuring staffing supply is aligned with validated demand, service targets, and operational constraints.; Ensuring clean handover of approved plans into Scheduling.; Drive formal capacity plan validation and sign-off.; Ensure capacity outputs are translated into clear scheduling requirements.; Support workforce supply decision-making by providing clear, data-backed hiring scenarios.
Industry & Context.
Analysing scenarios; Challenge anomalies or inconsistencies in data; Problem-solving
What They're Looking For.
Must Have
2–4 years of experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics., Experience working in high-volume operational environments (contact centre or case-based)., Exposure to planning cycles, stakeholder validation, and workforce supply planning., understanding of capacity planning concepts, including demand vs supply balancing, AHT and productivity drivers, shrinkage and availability, skill-based capacity modelling., Ability to build, maintain, and explain structured planning models., Comfortable analysing scenarios and articulating impacts and risks., proficiency in spreadsheets (Excel / Google Sheets), including complex formulas, scenario modelling and data validation., Comfortable working with large datasets and multiple data sources., A self-starter who is comfortable working autonomously.
Nice to Have
Experience working with WFM or planning tools (e.g. Calabrio, NICE, Verint, or similar) is preferred., Familiarity with Python or any other scripting language., SQL skills.
What You'll Do.
and execution of workforce capacity plans
ensuring staffing supply is aligned with validated demand
and operational constraints.
Translating demand forecasts into capacity requirements
validating assumptions with stakeholders
preparing hiring inputs
and ensuring clean handover of approved plans into Scheduling.
Executing the capacity planning methodology
coordinating validation and sign-off
and escalating risks and gaps to senior planners and WFM leadership.
Build and maintain workforce capacity plans across short- and mid-term horizons (e.g. weekly
quarterly) using approved methodologies.
Translate validated demand forecasts into required headcount / FTE
hours and staffing profiles
skill- and channel-based capacity requirements.
Ensure capacity plans reflect agreed SLA targets
productivity and AHT assumptions
and operational constraints.
Partner with Demand Management to validate demand drivers and forecast inputs
understand launch timing
Partner with Analytics / Forecasting to validate volume
and productivity assumptions and challenge anomalies or inconsistencies in data.
Partner with Operations to validate operational feasibility of capacity plans and confirm constraints
and execution readiness.
Drive formal capacity plan validation and sign-off
and trade-offs are clearly documented.
Own the structured handover of approved capacity plans to Scheduling
ensuring capacity outputs are translated into clear scheduling requirements
and sensitivities are fully understood
and timing and phasing of capacity changes are explicit.
Act as the primary point of contact for Scheduling on capacity clarifications
interpretation of plan outputs
plan changes or re-validations.
Ensure changes to capacity plans are version-controlled
communicated clearly and re-approved where required.
Translate capacity plans into hiring requirements
including hiring volumes
start dates and ramp profiles
skill and location requirements.
and preparation of data inputs required for capacity planning
including volumes and forecast outputs
AHT and productivity metrics
historical plan vs actual performance.
Ensure data sources are consistent
auditable and repeatable.
Partner with Analytics and WFM execution teams to improve data quality and availability for future planning cycles.
Run structured what-if scenarios to assess the impact of demand volatility
operational or policy constraints.
Partner with Operations
Talent Acquisition and Ops Partners to validate hiring feasibility and constraints.
Highlight hiring risks such as lead-time misalignment
attrition sensitivity.
Support workforce supply decision-making by providing clear
data-backed hiring scenarios.
How You'll Work.
Team & Collaboration
Cross-functional coordination; Partner with Demand Management to validate demand drivers and forecast inputs.; Partner with Analytics / Forecasting to validate volume, AHT, and productivity assumptions.; Partner with Operations to validate operational feasibility of capacity plans.; Partner with Operations, Talent Acquisition and Ops Partners to validate hiring feasibility and constraints.; Own the structured handover of approved capacity plans to Scheduling.; Act as the primary point of contact for Scheduling on capacity clarifications, interpretation of plan outputs, plan changes or re-validations.; Partner with Analytics and WFM execution teams to improve data quality and availability for future planning cycles.
Communication Scope
Articulating impacts and risks; Communicated clearly
Full Job Description
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about [our mission](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). The WFM Capacity Planning Analyst is responsible for the development, maintenance, and execution of workforce capacity plans, ensuring staffing supply is aligned with validated demand, service targets, and operational constraints. This role focuses on analytical execution and cross-functional coordination: translating demand forecasts into capacity requirements, validating assumptions with stakeholders, preparing hiring inputs, and ensuring clean handover of approved plans into Scheduling. The role involves workforce strategy or executive trade-offs. It executes the capacity planning methodology, coordinates validation and sign-off, and escalates risks and gaps to senior planners and WFM leadership. Your Mission: Capacity Plan Development & Maintenance: * Build and maintain workforce capacity plans across short- and mid-term horizons (e.g. weekly, monthly, quarterly) using approved methodologies. * Translate validated demand forecasts into required headcount / FTE, hours and staffing profiles,skill- and channel-based capacity requirements. * Ensure capacity plans reflect agreed SLA targets, productivity and AHT assumptions, shrinkage, availability, and operational constraints. Demand Validation & Stakeholder Sign-Off: * Partner with Demand Management to validate demand drivers and forecast inputs, understand launch timing, phasing, and risk. * Partner with Analytics / Forecasting to validate volume, AHT, and pro
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