Workforce Management Analyst - Remote

Overview

The Workforce Management Analyst will maintain capacity planning models, collaborate with team leads, and produce reports to ensure productivity and service level agreements are met across global support teams.

In Short

• Maintain capacity planning models and ensure data accuracy.
• Create and maintain scheduling accuracy across departments.
• Collaborate with team leads for real-time management activities.
• Produce WFM reports and recommend action plans.
• Build relationships with key stakeholders to meet objectives.
• Manage staffing and scheduling for required tasks.
• Monitor attendance and schedule adherence daily.
• Work on cross-department projects as needed.

Requirements

• Great attention to detail and inquisitive nature.
• 2-4 years of experience in a similar role.
• Experience in customer support in a tech company.
• Strong analytical skills to discern data patterns.
• Excellent verbal and written communication skills.
• Nice to have: Experience in forecasting and scheduling models.
• Nice to have: Familiarity with WFM tools like IEX, Aspect, or ACD tools.
• Based within the EMEA time zone.

Benefits

• Provided computer equipment tailored to your role.
• Stock grant opportunities based on role and location.
• Additional perks based on employment status and country.
• Flexibility of remote work, including WeWork access.