Senior Workforce Management Analyst - Remote

Overview

As a Senior Workforce Management Analyst, you’ll drive workforce strategy and optimization to support over 300 frontline agents in delivering exceptional customer experiences. You’ll take ownership of workforce planning and build tools and processes to meet BambooHR’s high standards.

In Short

• Build and maintain accurate long-term and short-term forecasts using advanced workforce management tools and Excel models.
• Develop interval plans and schedules to meet service level agreements, making real-time adjustments as needed.
• Analyze data to identify trends, provide actionable insights, and refine strategies.
• Implement and optimize skills-based routing to enhance efficiency and customer satisfaction.
• Model and plan for both online (phone, chat, text) and offline (email) channels to ensure seamless service delivery.
• Collaborate with finance, customer experience leaders, and technology teams to align workforce strategies with business goals.
• Manage workforce planning for in-house and outsourced teams, ensuring smooth operations across all models.

Requirements

• Proven experience building workforce management solutions from the ground up, demonstrating innovation and ownership.
• Advanced skills in analytics, modeling, and data mining to inform strategic decisions.
• Exceptional communication and collaboration skills, with a track record of successful remote partnerships.
• Experience managing change with positive outcomes, using data-driven insights to guide transitions.
• Expertise in skills-based routing and channel management.
• Bachelor’s degree in Finance, Statistics, Math, Operations Management, or a related discipline (or equivalent experience).

Benefits

• Great Company Culture. We’ve been recognized by multiple organizations for our great workplace culture.
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company.
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation.
• Health Benefits. Medical with HSA and FSA options, dental, and vision.
• Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• Financial Peace University. We pay for a one year subscription and you walk away with financial savvy and a bonus.
• Give back. Get paid to give your time to the community.
• Educational Benefits. We can help cover some of your higher education expenses.
• Amazing Office Amenities. Incredible benefits at our Draper headquarters including a full size gym and free fountain drinks.
• Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location.