Workforce Management Analyst

## Responsibilities - Maintain and run our workforce capacity models day to day, keeping them accurate and ready for both routine and ad-hoc capacity planning requests across BPO and FTE teams - Build and run your own reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance—surfacing clear, data-informed recommendations with minimal oversight - Support the operational management of our BPO partner relationship, including tracking performance metrics, helping run regular business reviews, and prepping the supporting materials and analysis - Partner with Product Support leadership on short-term capacity needs, including building addenda for events like new product launches and modeling tradeoffs between FTE headcount and BPO scope - Help diagnose inefficiencies and improve attainment on key metrics such as SLA and AHT across internal and external support teams - Help extend operational workforce management practices to additional teams within Product Support ## Requirements - 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations. - Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices. - Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives. - Advanced analytical skills with the ability to identify trends, generate insights, and make data-driven recommendations using SQL and data visualization tools such as Hex or Looker (Python experience a plus). - Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences. ## Nice to Have - Experience with WFM software (we use Assembled) - Experience developing workforce capacity models and forecasting methodologies from scratch - Familiarity with AI applications in support and their impact on capacity planning - Experience working in ## Benefits This is a full time role that can be held from one of our US hubs or remotely in the United States.