Planning Analyst, Workforce Management

Role We are looking for a Planning Analyst to partner closely with our operations and agent teams. You will be workforce management’s daily interface with the people who run the floor. You will be a trusted operational advisor who works at the Senior Manager, Team Lead, and agent level. You’ll adapt to real-world conditions and act as a trusted operational advisor to the people who manage agents day to day. Short-term scheduling: Own the -90 days +90 days. Translate capacity plans into actionable daily and weekly schedules that reflect real demand patterns, agent availability, and floor dynamics. Real-time analysis (RTA): Monitor intraday queue performance. Surface breaches before they become SLA misses. Escalate with context, not just alerts. Team Lead & Senior Manager consulting: Be the trusted advisor to the people managing agents. Help them understand what the schedule means, what the tradeoffs are, and what to do when reality diverges from plan. Performance signal generation: Track agent-level productivity, adherence, and quality trends. This is the data that feeds L&D (who needs training) and QA (when to push initiatives). This role is the trigger layer. Ground-truth feedback to Capacity Planner: The Capacity Planner's model is only as good as the information it receives. The Planning Analyst's job is to close that gap — surfacing what's really happening on the floor that the long-range model can't see. Schedule adherence & productivity: Own the daily roster. Flag gaps. Track actuals vs. scheduled. Feed into the SSOT. OT & flex sourcing: Own short-notice staffing solutions. Identify gaps early, source OT or flex coverage, and ensure zero surprise understaffing events. We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix, AZ hub. You People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it. As our next Planning Analyst, you should have 4+ years of relevant experience in WFM, plus: Strong communication and ability to translate operational nuance into clear guidance. Data analysis skills, turning data insights into action, and highly proficient in SQL. Ability to identify the gap between the plan and reality. You surface what the long-range model can't see. Familiarity with intraday queue management, schedule adherence tracking, and workforce management tools. Experience in a fast-paced environment, preferably a startup. Benefits Generous Holiday and Time off Policy Health Insurance options including Medical, Dental, Vision Work From Home Support Home office setup allowance Monthly allowance for cell phone and internet Care benefits Monthly allowance for wellness Annual allowance towards Childcare Lifetime benefit for family planning, such as adoption or fertility expenses Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally Monthly allowance to dogfood the app All Whatnauts are expected to develop a deep understanding of our product. We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!). Parental Leave 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements, which take precedence. EOE Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. #J-18808-Ljbffr Whatnot