Senior Workforce Management Analyst
Core
Develop and scale support lines by planning monthly, daily, and hourly staffing levels to ensure best-in-class customer service and improve forecast accuracy.
Role type
Senior Workforce Planner (Operations)
Builds
Support capacity plan models, hiring plans, and staffing optimization strategies for a 24/7/365 global network.
Domain
Logistics / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Forecasting, data analysis, Excel/Google Sheets modeling, SQL, budgeting, process improvement, stakeholder partnership, seasonality analysis
Preferred skills
Building new models from scratch, deep-dive data investigation, creative problem solving, long-term strategic thinking
Technologies
Excel, Google Sheets, SQL
Responsibilities
Build and maintain support capacity plan models at monthly, weekly, and interval levels; Forecast incoming contacts based on delivery volume and onboarding; Analyze historical data to provide insights for support operations; Guide short-term staffing adjustments to address gaps; Partner with Real Time Analysts for demand insight and outage reporting; Produce and use data to identify opportunities to improve speed, quality, and customer experience.
Seniority
Senior, hands-on IC
