Support Workforce Management Analyst

Role Description

As the Workforce Management Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk.

This role is for someone who loves the craft of scheduling and the fast pace of intraday management, is energized by live problem-solving, and sees patterns in real-time data that make the whole operation run smoother.

Role Responsibilities

• Scheduling and Coverage Design
  • Build and maintain global schedules that align required coverage with our headcount, skills, and time zones.
  • Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change.
  • Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values.
  • Account for skill distribution and routing so the right work reaches the right people.
• Real-Time Analysis and Intraday Management
  • Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day.
  • Make and recommend live adjustments to keep service levels healthy as volume and complexity fluctuate.
  • Spot intraday risks early and communicate them clearly.
  • Manage real-time exceptions with sound judgment and a calm, collaborative approach.
• Data and Insights
  • Track team data and behaviors as inputs that improve planning.
  • Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.
  • Feed real-world scheduling and RTA learnings back to the WFM Lead.
• Cross-Functional Partnership
  • Partner closely with the WFM Lead, Support Managers, and Support Operations.
  • Act as a trusted, day-to-day point of contact for coverage questions and live adjustments.
  • Advocate for sustainable, human-centered scheduling decisions.

Qualifications

• Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment.
• Strong grasp of coverage strategies and how they translate into daily service levels.
• Highly analytical, able to read live data quickly and turn it into clear, actionable adjustments.
• Experience with WFM/scheduling tooling and comfort building or maintaining dashboards.
• Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments.
• Strong communicator who can flag risk and coordinate live adjustments.

Requirements

• You love the craft of scheduling and the pace of real-time coverage management.
• You see WFM as an enabling function, not a policing one.
• You're energized by live problem-solving and making quick, well-reasoned calls under pressure.
• You're excited to partner with experienced, technical Support professionals.
• You want to help shape how scheduling and RTA operate as Support scales.

Benefits

• Time to do things the right way; emphasis on high quality work.
• Competitive compensation is offered.
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items covered with manager approval.