WFM Capacity Planning Analyst

Wise
Tallinn
Workplace: OnsiteFull timeEUR 2,950 - 3,750 monthlyFunction: Business OperationsExperience: 2-4 yearsSkills: ["Self-starter","Autonomous work","Stakeholder coordination","Scenario analysis","Risk articulation"]

Own the development, maintenance, and execution of workforce capacity plans across short- and mid-term horizons. Translate validated demand forecasts into headcount/FTE and staffing profiles, ensuring alignment with SLAs, productivity/AHT, shrinkage, and operational constraints. Partner with Demand Management, Analytics, and Operations to validate assumptions, drive sign-off, and hand over approved capacity plans into Scheduling, supporting hiring inputs and scenario-based risk analysis.

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FursaFursa
Wise
Wise
1 month ago

WFM Capacity Planning Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Own the development, maintenance, and execution of workforce capacity plans across short- and mid-term horizons. Translate validated demand forecasts into headcount/FTE and staffing profiles, ensuring alignment with SLAs, productivity/AHT, shrinkage, and operational constraints. Partner with Demand Management, Analytics, and Operations to validate assumptions, drive sign-off, and hand over approved capacity plans into Scheduling, supporting hiring inputs and scenario-based risk analysis.
Location: Tallinn
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Build and maintain workforce capacity plans across weekly to quarterly horizons using approved methodologies.
  • •Translate validated demand forecasts into required headcount/FTE, hours, and skill-/channel-based staffing profiles aligned to SLA targets and operational constraints.
  • •Partner with stakeholders to validate demand drivers, volume, AHT and productivity assumptions, and drive formal capacity plan validation and sign-off.
  • •Own the handover of approved capacity plans into Scheduling, clarifying requirements, assumptions, constraints, sensitivities, and version-controlled plan changes.
  • •Translate capacity plans into hiring inputs (volumes, start dates, ramp profiles) and run what-if scenarios to identify risks and support workforce supply decision-making.

Pay and Benefits

Salary: EUR 2,950 - 3,750 monthly

Key Requirements

  • •2–4 years’ experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics.
  • •Experience working in high-volume operational environments such as contact centres or case-based operations.
  • •Strong understanding of capacity planning concepts (demand vs supply, AHT/productivity drivers, shrinkage/availability, skill-based capacity modelling).
  • •Ability to build, maintain, and explain structured planning models and analyse scenarios to articulate impacts and risks.
  • •Strong proficiency in spreadsheets (Excel/Google Sheets), including complex formulas and scenario modelling; WFM/planning tool experience (e.g., Calabrio, NICE, Verint) is preferred.
Experience:2-4 yearsWorkforce managementCapacity planningForecastingPlanningOperations analyticsContact centre
Skills:Self-starterAutonomous workStakeholder coordinationScenario analysisRisk articulation
Languages:English
Tech Stack:ExcelGoogle SheetsCalabrioNICEVerint

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
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