Support Workforce Management Analyst - Americas
New
United StatesFull-TimeMiddle
SalaryUnited States: $95,000 – $125,000 USD. Canada: CA$95,000 – CA$125,000 CAD.
Apply NowOpens the employer's application page
Job Details
- Required Skills
- Data Analysis
Requirements
- Experience in workforce management, real-time management, scheduling, or capacity planning within a support, customer experience, or technical services environment.
- Strong understanding of workforce management concepts, including coverage planning, adherence, shrinkage, occupancy, and service level metrics.
- Ability to make thoughtful decisions quickly while managing changing priorities and incomplete information.
- Strong analytical skills with the ability to interpret live data and translate insights into actionable recommendations.
- Experience using workforce management platforms, scheduling tools, reporting systems, or dashboards.
- Familiarity with support metrics, customer service operations, and SLA management.
- Excellent communication skills with the ability to coordinate adjustments and communicate risks effectively.
- Collaborative mindset with respect for experienced support professionals and flexible team environments.
- Ability to work independently, manage ambiguity, and help build processes from the ground up.
- Strong organizational skills and attention to detail.
Responsibilities
- Build and maintain global support schedules aligned with staffing levels, skills, time zones, and service requirements.
- Translate workforce forecasts and capacity plans into practical daily schedules and coverage strategies.
- Partner with support managers to adjust schedules as business needs evolve, including shift changes, time-off requests, and coverage updates.
- Monitor real-time queues, workload patterns, and team activity to identify risks and maintain service level objectives.
- Make and recommend intraday adjustments, including coverage shifts, prioritization changes, and schedule modifications.
- Manage real-time exceptions such as unexpected volume increases, outages, and unplanned absences with sound judgment.
- Develop and maintain dashboards and reporting tools to provide visibility into coverage health, trends, and operational risks.
- Analyze workforce data and provide insights that improve forecasting accuracy and future planning decisions.
- Collaborate with workforce management, support operations, and leadership teams to continuously improve scheduling practices.
- Promote sustainable, people-focused workforce strategies that balance business needs with employee experience.
View Full Description & ApplyYou'll be redirected to the employer's site
