clipboard - Strategic WFM Analyst

Remote - North America, United States, Argentina, United Kingdom$50k - $110k3w ago

Remote NA Banking Diagnostics FP&A Analyst Reporting Google Sheets Erlang SQL Python

Requirements

• Strategic WFM Math: Exceptionally strong quantitative background with deep expertise in WFM fundamentals (capacity modeling, Erlang, shrinkage, AHT, SLA/ASA trade-offs) and advanced proficiency in Google Sheets, SQL, or Python. • Business & Financial Judgment: Demonstrated ability to connect operational queue dynamics directly to dollar exposure, hiring velocity, BPO costs, and SLA risk. • Executive Communication: Superior strategic writing skills with a natural instinct to distill complex, multi-variable workforce analytics into scannable, 1-2 page decision memos. • Cross-Functional Influence: Proven ability to establish governance frameworks, challenge bad assumptions with backtested data, and align Finance, Product, and Operations leadership without formal authority. • Blank-Page Ownership: High comfort operating in ambiguous environments with incomplete data, verifiably isolating what materially matters without requiring step-by-step direction. • WFM Analyst Profile: Strong core WFM domain expertise with a strategic/Ops spike, not a generalist and not a passive traditional scheduler. • 2. Diagnostic Case Study (7-Day Strategic Diagnostic & Modeling Exercise) • 3. Technical & Capacity Interview (Francesco Vitone – WFM) • 4. Executive Judgment & Strategic Interview (Connor Garrett – Core Operations) • 5. Culture Interview (People Ops) • Quick Note on Scammers: • Clipboard would never ask you for money or your bank details to participate in our hiring process. Report any scammers impersonating the Clipboard hiring team members here https://forms.gle/SyGaxHFbon7Hg9fW6.

Responsibilities

• Translating multi-LOB demand forecasts into monthly and quarterly capacity, headcount, and budget requirements. • Modeling workforce and financial trade-offs across internal FTEs, BPO partners, overtime spend, bonus hours, productivity shifts, and shrinkage. • Analyzing demand-funnel changes (e.g., product feature rollouts, AI bot deflection shifts) and quantifying their exact capacity and dollar blast radius. • Partnering directly with Finance, Product, and Operations to validate baseline assumptions, enforce input SLAs, and align on staffing commitments. • Drafting concise, decision-ready executive memos and Weekly Business Reviews (WBRs) for Directors and leadership. • Conducting deep-dive root-cause analyses whenever operational actuals deviate from capacity plans and establishing corrective action paths. • Standardizing capacity planning frameworks, modeling templates, and operating standards across LOBs. • Maintaining deep forecasting competency to audit models, challenge underlying assumptions, and provide seamless coverage across the broader central WFM engine.

Benefits

• Each candidate's compensation offer within this range will be based on multiple factors, including but not limited to relevant education, qualifications, certifications, experience, and geographic location. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • What is your expected annual compensation in USD? • a) Evaluating multi-line-of-business capacity, modeling financial trade-offs , and driving alignment with senior stakeholders. • b) Managing volume forecasting, roster generation, scheduling, and core capacity planning for operational teams. • c) Managing frontline teams, direct agent performance, and day-to-day queue execution. • d) Monitoring intraday queue performance, managing real-time agent adherence, and making live roster adjustments. • If Yes, in 1 or 2 sentences: What was the out-of-scope challenge you were trusted with, and what was the outcome?