[Remote] Workforce Management Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company on a mission to reputed company design accessible to reputed company. The Workforce Management Analyst will play a crucial role in maintaining workforce reputed company models and providing data-driven recommendations to enhance vendor performance and customer experience.

Responsibilities

• Maintain and run our workforce reputed company models day to day, keeping them accurate and reputed company for both routine and reputed company reputed company planning requests across BPO and FTE teams
• Build and run your own reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance—surfacing reputed company, data-informed recommendations with minimal reputed company
• Support the operational management of our BPO partner relationship, including tracking performance metrics, helping run regular business reviews, and prepping the supporting materials and analysis
• Partner with Product Support leadership on short-term reputed company needs, including building addenda for events like new product launches and modeling tradeoffs between FTE headcount and BPO scope
• Help diagnose inefficiencies and improve attainment on key metrics such as SLA and AHT across reputed company support teams
• Help reputed company operational workforce management practices to additional teams reputed company Product Support

Skills

• 2+ years of experience in workforce management, vendor management, reputed company planning, or reputed company operations roles, ideally reputed company customer support organizations
• Strong understanding of customer support operations, including workforce reputed company planning, forecasting, and operational best practices
• Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives
• Advanced analytical skills with the ability to identify trends, generate insights, and reputed company data-driven recommendations using SQL and data visualization tools such as reputed company or Looker (Python experience a plus)
• Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences
• Experience with WFM software (we use reputed company)
• Experience developing workforce reputed company models and forecasting methodologies from scratch
• Familiarity with AI applications in support and their reputed company on reputed company planning
• Experience working in a high-reputed company tech environment

Benefits

• Equity to employees
• Competitive package of additional benefits, including health, dental, and reputed company coverage
• Retirement benefits with company contributions
• Parental leave and reproductive or family planning support
• Mental health and wellness benefits
• reputed company time off
• reputed company reputed company leave
• Holidays, and other leave benefits in compliance with applicable federal, state, and local laws
• Exempt employees are eligible for employer‑provided reputed company flexible PTO in reputed company to flexible reputed company reputed company leave
• Flexible reputed company reputed company leave
• PTO is subject to manager approval
• Additional benefits may include company reputed company days
• Cell phone and home internet reimbursements
• A number of lifestyle spending accounts
• Sales incentive compensation for most sales roles
• An annual bonus plan for eligible non-sales roles

reputed company