Workforce Management Planner
U.S. Bank
Warsaw, Poland
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.
As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.
We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.
We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.
Job Description
Job Description Summary
The Forecast & Capacity Analyst supports business performance by delivering accurate demand forecasts and capacity plans aligned with service, cost, and customer experience goals. The role leverages data, modeling, and cross-functional partnership to provide actionable insights that inform staffing decisions and manage operational risk.
Job Description
Forecasting & Capacity Planning
- Develop short-term and long-range workload forecasts for assigned business lines
- Predict demand and staffing requirements based on historical data and business inputs
- Evaluate forecast accuracy by:
- Analyzing variances between expected and actual performance
- Identifying key demand drivers
- Recommending corrective actions to improve outcomes
Scenario & Risk Analysis
- Perform scenario modeling and sensitivity analysis to assess:
- Staffing risk
- Service level exposure
- Cost impact of volume changes
- Evaluate the impact of:
- Shrinkage and operational disruptions
- New initiatives and business changes
Data Management & Analytics
- Gather, validate, and integrate data from multiple sources to ensure forecasts and capacity plans are:
- Accurate
- Consistent
- Decision-ready
- Build and maintain:
- Analytical models
- Dashboards
- Standard and ad-hoc reports
Tools used include:
- Excel
- SQL
- Business intelligence platforms
Insights & Stakeholder Collaboration
- Translate analysis into clear, concise insights and recommendations
- Present findings to business partners and leadership to support timely, data-driven decisions
- Collaborate cross-functionally with:
- Workforce Management
- Scheduling
- Real-Time Management
- Finance
- Operations
Continuous Improvement & Governance
- Monitor outcomes of implemented recommendations
- Adjust assumptions as business conditions evolve
- Contribute to continuous improvement of forecasting and capacity planning processes
- Ensure all analysis and data usage comply with:
- Company governance standards
- Risk policies
- Data management requirements
Required Qualifications
- Experience in one or more of the following areas:
- Forecasting
- Capacity planning
- Workforce management
- Operational analytics
- Strong analytical skills with the ability to interpret complex data
- Advanced proficiency in Excel
- Working knowledge of SQL and business intelligence tools (preferred)
- Strong written and verbal communication skills
- Ability to work effectively in a fast-paced, cross-functional environment
Preferred Qualifications
- Experience supporting:
- Contact center operations
- Shared services environments
- Familiarity with Workforce Management platforms
- Exposure to:
- Statistical forecasting methods
- Machine learning–based forecasting approaches
Working Hours
- Core hours include overlap with US business hours
- Flexibility required for intraday coverage
- Minimum 4-hour overlap with North America teams, typically:
- 12:00–20:00 CET, or
- 14:00–22:00 CET
This role requires working from a U.S. Bank location three (3) or more days per week.
Accessibility
We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.
Total Rewards
U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.
We offer a market-competitive compensation package that includes:
Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).
Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.
Employee recognition programs that celebrate achievements and milestones for all.
We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.
We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.
Closing Date
Posting may be closed earlier due to high volume of applicants.
We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.
