Senior Operations Analyst

About the role

As passionate about our people as we are about our mission. Why Join Q2? Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally. Our mission is simple: build strong and diverse communities through innovative financial technology-and we do that by empowering our people to help create success for our customers. What Makes Q2 Special? Being as passionate about our people as we are about our mission. We celebrate our employees in many ways, including our "Circle of Awesomeness" award ceremony and day of employee celebration among others! We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships. We also know that nothing builds trust and collaboration like having fun. We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together. The Job At-A-Glance: Q2 is seeking a data-driven Workforce Management - Capacity Planning and Sr. Global Operations Analyst who can not only dive into the details but also tell a data-driven story by deeply understanding Supports business strategy, the internal/external landscape, talent supply, and workload demand. This is a "hands-on" forecasting leadership position, and the successful candidate will have direct operational experience demonstrating their ability to build and provide both short and long term forecasts. This individual will develop accurate forecast models by utilizing various data sources, forecasting tools, industry techniques, and methodologies. The successful candidate possesses superb business judgment, with a track record of successful relationship management and strong analytical acumen, with experience generating and managing plans, reports, and analyses. The position requires an individual who can work autonomously in a highly demanding and often ambiguous environment, with strong attention to detail and exceptional organizational skills. In this role, you will be working across multiple operations teams to provide strategic and tactical guidance to ensure service level and staffing goals are met. Support at Q2 is undergoing operational, systems, and process transformation. You will need to partner closely with leaders across the business, finance partners, & human resource partners to ensure we are accurately forecasting headcount demand and scenario planning based on a quickly evolving business and people strategy. Identifying issues and opportunities within the operational performance, process adherence, and quality. A Typical Day: Build and own a Capacity Planning and Workforce Management capability to support both large scale data initiatives and smaller specialized initiatives with a global footprint. Create, maintain, and manage Capacity Planning systems and processes that can adapt to dynamic product changes. Accurately forecast work volume, staffing levels, and resourcing need to enable operations teams to achieve strategic goals and optimize operations outcomes. Analyze historical trends and provide business recommendations and inputs to enhance and improve the Capacity Planning and Workforce Management cycle. Establish and own end-to-end detailed tracking and control processes for headcount, capacity, and budget management across complex global operations. Mitigate capacity risks and provide capacity levers by managing dependencies across multiple operating units and sites. Prepare and deliver periodic executive-level updates on status, insights, and trends to help inform and guide critical business decisions. Develop and coordinate the compilation and distribution of daily, weekly, monthly and quarterly reports on Support performance, efficiency, effectiveness, and usage trends to provide accurate, insightful reporting and recommendations Perform trend analysis using data provided from department tools and create reporting for proactive remediation. Collaborate with the Directors and Managers of Support daily and weekly to level set on data provided and trend reporting. Bring Your Passion, Do What You Love. Here's What We're Looking For: Typically requires a bachelor's Degree in related field and a minimum of 8+ years of demonstrated success in Capacity Planning, Workforce Management, and data analysis in a fast-paced contact center environment or related work setting Experience building executive-level reports in Power BI Experience in capacity planning across multiple channels, long-term forecasting, and workload distribution Demonstrated excellence in creating engaging and clear reporting Experience with statistical systems/workforce management systems and how they relate to supporting operations Ability to empathize with Team Leaders by seeing things from their perspective; servan