Intuit
Join to apply for the
Senior Fraud and Risk Analyst
role at
Intuit 2 days ago Be among the first 25 applicants Join to apply for the
Senior Fraud and Risk Analyst
role at
Intuit Overview
We are seeking a 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.
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Finance and Sales Industries Software Development Referrals increase your chances of interviewing at Intuit by 2x Sign in to set job alerts for “Senior Risk Analyst” roles.
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Remote Business Analyst (Finance) - 33806
Remote Business Analyst (Finance) - 33806
Remote Business Analyst (Finance) - 33806
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Senior Fraud and Risk Analyst
role at
Intuit 2 days ago Be among the first 25 applicants Join to apply for the
Senior Fraud and Risk Analyst
role at
Intuit Overview
We are seeking a 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.
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Finance and Sales Industries Software Development Referrals increase your chances of interviewing at Intuit by 2x Sign in to set job alerts for “Senior Risk Analyst” roles.
San Jose, CA $98,800.00-$196,000.00 2 weeks ago Risk and Response Quality Analyst - USDS
San Jose, CA $88,000.00-$151,112.00 2 weeks ago Mountain View, CA $147,500.00-$199,500.00 3 days ago Sunnyvale, CA $110,100.00-$186,400.00 2 days ago San Francisco Bay Area $57.00-$91.00 1 month ago San Jose, CA $169,500.00-$291,500.00 2 months ago Regulatory Response Analyst, Risk Containment (Bilingual Spanish) - Trust and Safety
San Jose, CA $71,778.00-$106,667.00 1 week ago Mountain View, CA $204,000.00-$276,000.00 1 week ago Senior Financial Analyst, Alexa and AGI Finance - Insights, Planning, Econometrics, Decision (IPED), Alexa and AGI Finance - Insights, Planning, Econometrics, Decision (IPED)
Sunnyvale, CA $60,200.00-$128,800.00 5 days ago Mountain View, CA $204,000.00-$276,000.00 1 week ago Regulatory Response Analyst, Risk Containment (Bilingual Turkish) - Trust and Safety
San Jose, CA $71,778.00-$106,667.00 2 weeks ago San Mateo, CA $88,000.00-$125,000.00 6 days ago Privacy Compliance Manager, Risk, Compliance, and Integrity
Mountain View, CA $158,000.00-$235,000.00 4 days ago San Jose, CA $187,040.00-$359,720.00 6 days ago Mountain View, CA $158,000.00-$200,000.00 2 weeks ago Senior Financial Analyst, Business Enablement
Sunnyvale, CA $108,000.00-$143,000.00 1 week ago San Jose, CA $165,120.00-$311,600.00 1 week ago Senior Technical Risk and Compliance Manager
Mountain View, CA $135,900.00-$196,225.00 5 days ago Remote Business Analyst (Finance) - 33806
Remote Business Analyst (Finance) - 33806
Remote Business Analyst (Finance) - 33806
Remote Business Analyst (Finance) - 33806
Remote Business Analyst (Finance) - 33806
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr