运营人力与产能规划分析师
Operations Workforce & Capacity Planning Analyst
Earnest 使有抱负的专业人士能够做出自信的财务决策，打造他们所憧憬的生活。
Earnies 致力于通过提供更智能的借款选择，帮助借款人有信心地向前迈进，并明确通往掌控债务的路径。如果你和我们一样对这项使命充满热情，请继续阅读下方内容，让我们一起创造伟大的事物。
运营人力与产能规划分析师，你将向运营总监汇报工作。
作为运营人力与产能规划分析师，你将：
- 负责运营部门的全流程人力策略和产能规划，将业务量预测和业务需求转化为人员配置和编制计划。
- 领导新的人力资源管理平台的实施和推广，与运营、工程、数据和外部供应商合作。
- 建立并自动化可扩展的预测、排班和人力规划流程，减少手动工作，提高运营效率。
- 开发产能模型和情景分析，以指导关于编制、预算、人员流失、加班和资源分配的决策。
- 与运营领导层合作，关注人力绩效，包括排班、实时管理、服务级别和主动的人员调整。
我们希望你具备：
- 7年以上人力管理或产能规划经验，包括 WFM 系统实施或重大流程建设经验。
- 4年以上支持客服中心运营的经验，包括预测、排班和实时管理。
- 强大的分析能力，能够将人力数据转化为可操作的建议。
- 熟练使用 SQL、Excel 和/或 Google Sheets。
- 与运营、财务、数据和技术团队合作的经验。
更好条件：
- 具有 Verint WFM 或类似人力资源管理平台的经验。
- 具有 Talkdesk 和/或 HubSpot 的经验。
- 具备 Python 或其他脚本语言的分析和自动化经验。
- 具备高级分析、项目管理或精益六西格玛培训经验。
地点：
· 该职位将在美国开展工作。
薪酬：
· 关于我们的薪酬理念：我们自豪于公平合理地对待我们的员工。我们根据职位所在地展示了你潜在的基本薪资范围。成功候选人的起薪也将根据职位相关资格、内部薪酬、候选人所在地和预算进行确定。此范围可能会有所调整。
查看英文原文
Earnest empowers ambitious professionals to make confident financial decisions and build the life they envision.
Earnies are committed to helping borrowers move forward with confidence by offering smarter borrowing options with a clearer path to taking control of their debt. If you’re as passionate as we are about our mission, read more below, and let’s build something great together.
The Operations Workforce & Capacity Planning Analyst, you will report to the Head of Operations.
As the Operations Workforce & Capacity Planning Analyst, you will:
- Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans.
- Lead the implementation and rollout of a new workforce management platform, partnering across Operations, Engineering, Data, and external vendors.
- Build and automate scalable forecasting, scheduling, and workforce planning processes to reduce manual work and improve operational efficiency.
- Develop capacity models and scenario analyses to guide decisions around headcount, budget, shrinkage, overtime, and resource allocation.
- Partner with Operations leadership on workforce performance, including scheduling, intraday management, service levels, and proactive staffing adjustments.
About You:
- 7+ years of workforce management or capacity planning experience, including a WFM system implementation or major process build.
- 4+ years supporting contact center operations, including forecasting, scheduling, and intraday management.
- Strong analytical skills with the ability to turn workforce data into actionable recommendations.
- Proficiency in SQL, Excel, and/or Google Sheets.
- Experience partnering across Operations, Finance, Data, and technical teams.
Even Better:
- Experience with Verint WFM or similar workforce management platforms.
- Experience with Talkdesk and/or HubSpot.
- Python or other scripting experience for analytics and automation.
- Advanced analytics, project management, or Lean Six Sigma training.
Where:
· This role will be based in the US.
Compensation:
A little about our pay philosophy: We take pride in compensating our employees fairly and equitably. We are showcasing a range of your potential base salary based on the roles location. The successful candidate’s starting pay will also be determined based on job-related qualifications, internal compensation, candidate location and budget. This range may be modified in the future.
Salary Range: $123,00 - $154,000 USD.Employees are also eligible for an annual performance-based bonus and equity.
Earnest believes in enabling our employees to live their best lives. We offer a variety of perks and competitive benefits, including:
- Health, Dental, & Vision benefits plus savings plans
- Mac computers + work-from-home stipend to set up your home office
- Monthly internet and phone reimbursement
- Employee Stock Purchase Plan
- Restricted Stock Units (RSUs)
- 401(k) plan to help you save for retirement plus a company match
- Robust tuition reimbursement program
- $1,000 travel perk on each Earnie-versary to anywhere in the world
- Competitive days of annual PTO
- Competitive parental leave
What Makes an Earnie:
At Earnest, our people bring our cultural principles to life. These principles define how we work, how we win, and what we expect of ourselves and each other:
- Every Second Counts: Speed is our competitive advantage. Our customers need better solutions, and the faster we execute, the greater our chance of success.
- Choose To Do Hard Things: We win by tackling the hard things that others avoid, fueled by grit and resilience.
- Pursue Excellence: Great companies, teams, and individuals never settle and are proud of the work that they do. What’s good enough today won’t be good enough tomorrow. Excellence isn’t a destination; it’s a mindset of continuous improvement.
- Lead Together: Our success comes from how we work together. Leadership is not about titles—it is about action. We take ownership, drive results, and move forward as a team.
- Don’t Take Yourself Too Seriously: We take our work seriously, not ourselves. The stakes are high, but a sense of humor keeps us grounded, creative, and resilient.
At Earnest, we are committed to building an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity, inclusion, equity, and belonging enables us to move forward with our mission. We are dedicated to adding new perspectives to the team and encourage anyone to apply if your experience is close to what we are looking for.
Earnest provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, disability or genetics. Qualified applicants with criminal histories will be considered for the position in a manner consistent with the Fair Chance Ordinance.
Originally posted on Himalayas