Senior Fraud and Risk Analyst

Company Overview

Job Overview

We are seeking a Workforce Management (WFM) & Capacity Planning Analyst to help drive the operational efficiency and service excellence of our customer-facing and internal teams. In this role, you will be responsible for building data-driven capacity models, tracking performance against forecast, identifying staffing risks, and partnering with cross-functional stakeholders to enable business continuity and scale.

This role sits at the intersection of analytics, planning, and operations, making it ideal for someone who enjoys working with data, solving complex problems, and driving improvements in real-time operations.

Responsibilities

• Develop and maintain short-term and long-term capacity models to forecast staffing needs based on demand drivers, historical trends, seasonality, and business initiatives.
• Analyze intraday, daily, and weekly performance to identify variances in staffing, service levels, utilization, and other key operational metrics.
• Translate forecasted volumes and productivity assumptions into staffing plans and schedules for support teams, customer service, or operations staff.
• Partner with Workforce Scheduling, Business Leaders, Finance, and HR to align headcount needs with hiring plans and resource allocations.
• Conduct “what-if” scenarios and sensitivity analyses to evaluate the impact of business changes on workforce demand.
• Monitor and report real-time adherence, shrinkage, occupancy, and efficiency metrics, and make data-backed recommendations for optimization.
• Drive continuous improvement in forecasting methodologies, tools, and workforce analytics.
• Maintain documentation of planning assumptions, model inputs, and planning cycles to ensure transparency and audit readiness.

Qualifications

Required:

• Bachelor's degree in Business, Statistics, Mathematics, Operations Research, Industrial Engineering, or a related field.
• 3–5+ years of experience in workforce management, capacity planning, operations analytics, or similar roles.
• Strong working knowledge of WFM platforms (e.g., NICE, Verint, Genesys, Aspect, Calabrio) and Excel-based modeling.
• Experience with data querying and visualization tools (e.g., SQL, Tableau, Power BI, or similar).
• Strong understanding of forecasting techniques, resource planning metrics (AHT, occupancy, SLAs), and contact center dynamics.

Preferred:

• Experience supporting customer care, tech support, back-office ops, or gig-based service models in a technology company.
• Familiarity with Python or R for advanced modeling or automation.