Workforce Planning Analyst

About Keen

Welcome to Keen, where art meets science.

We’re more than just another service provider or outsourcing company. Keen acts as an integral extension of our clients’ teams and business goals, partnering with global brands across digital marketing, creative, customer experience and sales.

We’re building a culture of operational excellence, innovation and growth, and we’re looking for people who want to make a meaningful impact.

About the Role

We are looking for an experienced Workforce Management Analyst to own workforce forecasting, capacity planning, scheduling and reporting across Keen’s client programmes.

This is a hands-on individual contributor role, ideal for someone who can independently build staffing models, analyse operational trends and translate client demand into effective workforce plans. You’ll work closely with Operations, Recruiting, Training, HR, Client Success and the Real-Time Analyst (RTA) to ensure programmes are appropriately staffed and prepared for growth.

You’ll also help build WFM processes from the ground up, identifying staffing risks, improving forecast accuracy and providing data-driven recommendations to support business decisions. This role has no direct people-management responsibilities and focuses on forward planning rather than live queue monitoring.

• Build weekly and monthly forecasts based on contact volumes, AHT, productivity, seasonality and service-level requirements.
• Develop staffing models and capacity plans to identify workforce requirements, hiring gaps and future operational risks.
• Create schedules that balance client coverage, service levels, occupancy and workforce availability.
• Calculate shrinkage and account for leave, absenteeism, training, attrition and other capacity constraints.
• Translate client growth plans into staffing, recruitment, training and ramp-up requirements.
• Build and maintain workforce dashboards, reports and models using Excel, Google Sheets or similar tools.
• Analyse forecast versus actual performance and use insights from the RTA to improve future planning.
• Partner with Operations, Recruiting, Training, HR and Client Success to align workforce plans with business needs.
• Establish and improve scalable WFM processes, reporting standards and planning methodologies.

• At least 4 years of hands-on WFM experience in a BPO, contact centre, marketplace, SaaS, fintech, e-commerce, Trust & Safety or digital operations environment.
• Proven experience in forecasting, scheduling, capacity planning and staffing analysis.
• Experience supporting at least two channels, such as email, chat, voice, back-office or ticket-based support.
• Experience supporting international clients or global operating windows.
• Strong Excel or Google Sheets skills, with the ability to build staffing models and dashboards from scratch.
• Strong analytical, problem-solving and communication skills.
• Ability to work independently, take ownership and build processes in a fast-paced environment.

• BPO or contact centre experience supporting US, UK or European clients.
• Familiarity with WFM platforms such as NICE IEX, Verint, Calabrio, Playvox, Assembled or similar tools.
• Exposure to Zendesk, Gorgias, Intercom, Salesforce or other CRM/helpdesk platforms.
• Experience supporting rapid hiring ramps, new client launches or high-growth operations.

As we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.