**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. **What you'll bring** **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. **How you will lead** + 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. EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.