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.
Requirements
- Build weekly and monthly forecasts based on contact volumes, AHT, produ
