Workforce Management Analyst
F
FigmaTechnology/Design
Remotely in the United StatesFull-TimeMiddle
Salary$115,000 — $202,000 USD
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Job Details
- Experience
- 2+ years
- Required Skills
- SQLData AnalysisLooker
Requirements
- 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles.
- Strong understanding of customer support operations, forecasting, and operational best practices.
- Experience managing external vendor operations, tracking metrics, and supporting business reviews.
- Advanced analytical skills to identify trends and make data-driven recommendations.
- Proficiency with SQL.
- Experience with data visualization tools such as Hex or Looker.
- Excellent communication and stakeholder management skills.
- Ability to present findings to technical and non-technical audiences.
- Experience with WFM software (Assembled) is a plus.
- Experience developing capacity models from scratch is a plus.
- Familiarity with AI applications in support is a plus.
- Experience working in a high-growth tech environment is a plus.
Responsibilities
- Maintain and run workforce capacity models day to day, ensuring accuracy for routine and ad-hoc planning.
- Build and run SQL queries to analyze support volume trends, agent productivity, and vendor performance.
- Support operational management of BPO partner relationships, including metric tracking and business reviews.
- Partner with Product Support leadership on capacity needs and modeling tradeoffs between FTE and BPO scope.
- Diagnose inefficiencies and improve attainment on key metrics like SLA and AHT.
- Extend operational workforce management practices across additional Product Support teams.
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