Workforce Planning Analyst II

Why UKG:   At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. Position Summary We are seeking a detail-oriented Capacity Planner to join our Workforce Management team. This role is responsible for forecasting workload, analyzing operational data, and building capacity plans that ensure the organization can meet service level objectives efficiently. The ideal candidate has strong analytical skills, advanced experience with Power BI, and hands-on experience with NICE IEX Workforce Management. Key Responsibilities • Develop and maintain short-term and long-term capacity plans to support operational staffing requirements. • Analyze large and complex datasets to identify trends, risks, and optimization opportunities. • Build and maintain Power BI dashboards and reports to provide actionable insights to leadership. • Partner with Forecasting, Scheduling, and Operations teams to ensure alignment with service level targets and demand • Use NICE IEX to analyze staffing, adherence, schedule efficiency, and performance metrics. • Translate complex data into clear insights and recommendations for stakeholders. • Monitor key performance indicators (KPIs) including service levels, occupancy, and utilization. • Support scenario modeling and “what-if” analysis to evaluate business changes. • Identify opportunities to improve forecasting accuracy and workforce efficiency. Required Qualifications • 3+ years of experience in Workforce Management, Capacity Planning, or Workforce Analytics • Hands-on experience with NICE IEX Workforce Management & configuration • Experience building dashboards and reports using Power BI • Advanced data analysis skills with the ability to interpret complex datasets • Strong proficiency in Excel (pivot tables, formulas, data analysis) • Excellent communication skills with the ability to present insights to stakeholders • Strong problem-solving and critical thinking skills Preferred Qualifications • Experience in contact center operations or workforce management • Experience with SQL, data modeling, or advanced analytics • Experience supporting large-scale operations or multi-site environments • Forecasting and capacity planning experience with back office teams Key Competencies • Analytical thinking • Data storytelling and visualization • Attention to detail • Cross-functional collaboration • Process improvement mindset Scheduled Shift: 8am-5pm EST Monday-Friday Company Overview: UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.      Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com