Support Workforce Management Analyst - Americas
New
A
AshbyCustomer Success
Remote - US; CanadaFull-TimeMiddle
Salary95,000 - 125,000 USD per year
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Job Details
- Required Skills
- Data Analysis
Requirements
- Hands-on experience with scheduling, real-time management, or intraday management in a Support, CX, or technical services environment.
- Strong grasp of coverage strategies, including adherence, shrinkage, occupancy, and conformance concepts.
- Ability to translate WFM capacity plans into workable day-to-day schedules.
- Comfort making sound, quick real-time decisions with imperfect information.
- High analytical proficiency, including the ability to interpret live data and provide actionable recommendations.
- Experience building or maintaining dashboards within WFM or scheduling software.
- Familiarity with Support metrics and SLAs in a nuanced context.
- Strong communication skills for flagging risks and coordinating adjustments collaboratively.
- Demonstrated ability to partner across different management levels.
Responsibilities
- Build and maintain global schedules aligning coverage with headcount, skills, and time zones.
- Partner with Support Managers to evolve schedules and manage shift-change and time-off workflows.
- Design coverage that supports SLA attainment while preserving team flexibility and autonomy.
- Monitor queues and team activity in real time, tracking pace against schedule and SLAs.
- Make and recommend live adjustments such as re-prioritization and coverage shifts to maintain service levels.
- Manage real-time exceptions like spikes or outages with sound judgment.
- Build and maintain dashboards to provide visibility into coverage health and intraday trends.
- Feed real-world RTA learnings back to the WFM Lead to improve future forecasting.
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