Senior Operations Analyst

Job Overview Q2 is seeking a data-driven Workforce Management – Capacity Planning and Sr. Global Operations Analyst to provide strategic and tactical guidance across multiple operations teams, forecast headcount demand, and support ongoing transformation initiatives. Responsibilities Build and own a capacity planning and workforce management capability supporting both global operations and large-scale data initiatives. Create, maintain, and manage capacity planning systems and processes that adapt to dynamic product changes. Accurately forecast work volume, staffing levels, and resourcing needs to enable teams to meet strategic goals. Analyze historical trends and provide business recommendations to enhance capacity planning cycles. Establish and own end-to-end tracking and control processes for headcount, capacity, and budget across complex global operations. Mitigate capacity risks by managing dependencies across operating units and sites. Prepare and deliver periodic executive-level updates on status, insights, and trends. Develop and coordinate the compilation and distribution of daily, weekly, monthly, and quarterly performance reports. Perform trend analysis and create proactive remediation reporting. Collaborate daily and weekly with support directors and managers to level set on data and trend reporting. Qualifications Bachelor’s degree in a related field. 8+ years of demonstrated success in capacity planning, workforce management, and data analysis in a fast‑paced contact center or similar environment. Experience building executive-level reports in Power BI. Experience in capacity planning across multiple channels, long‑term forecasting, and workload distribution. Proficiency in creating engaging and clear reporting. Experience with statistical systems and workforce management systems that support operations. Ability to empathize with team leaders and adopt a servant‑leader mentality. Energetic, positive, can‑do attitude and a desire to help others achieve their goals. Experience defining program requirements and using data and metrics to drive improvements. Proven track record of navigating ambiguous situations and earning trust across the organization. Experience leading cross‑functional projects with decentralized global teams. Proficient in SQL, Salesforce, and MS Excel. Comfortable with complex algorithms and statistical inference. Excellent communication and interpersonal skills; able to effectively communicate with both business and technical teams. Fluent written and oral communication in English. Authorized to work in the U.S. and not subject to sponsorship restrictions. Benefits Hybrid work options and flexible time off. Career development and mentoring programs. Health and wellness benefits, including competitive health insurance and paid parental leave. Community volunteering and company philanthropy programs. Peer recognition initiatives. EEO Statement We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status. Applicants in California or Washington State may not be exempt from federal and state overtime requirements. #J-18808-Ljbffr Q2 India