Intuit Senior Fraud Risk Analyst 

Kenya, Nairobi County, Nairobi 

915878986

• 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.

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.