Support Workforce Management Analyst - Americas
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Workforce Management Analyst - Americas based in United States.
This role offers the opportunity to shape workforce management practices within a growing global support organization.
You will combine scheduling expertise, real-time analysis, and operational problem-solving to ensure customers receive exceptional service.
Working closely with support leaders, you will transform capacity plans into effective schedules and daily coverage decisions.
The position focuses on enabling high-performing teams through thoughtful planning, data-driven insights, and human-centered processes.
You will have the autonomy to build scalable workforce practices while improving service levels and team experience.
This is an ideal opportunity for someone who enjoys fast-paced environments, live decision-making, and creating structure in evolving organizations.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Workforce Management Analyst - Americas based in United States.
This role offers the opportunity to shape workforce management practices within a growing global support organization.
You will combine scheduling expertise, real-time analysis, and operational problem-solving to ensure customers receive exceptional service.
Working closely with support leaders, you will transform capacity plans into effective schedules and daily coverage decisions.
The position focuses on enabling high-performing teams through thoughtful planning, data-driven insights, and human-centered processes.
You will have the autonomy to build scalable workforce practices while improving service levels and team experience.
This is an ideal opportunity for someone who enjoys fast-paced environments, live decision-making, and creating structure in evolving organizations.
Accountabilities:
- Build and maintain global support schedules aligned with staffing levels, skills, time zones, and service requirements.
- Translate workforce forecasts and capacity plans into practical daily schedules and coverage strategies.
- Partner with support managers to adjust schedules as business needs evolve, including shift changes, time-off requests, and coverage updates.
- Monitor real-time queues, workload patterns, and team activity to identify risks and maintain service level objectives.
- Make and recommend intraday adjustments, including coverage shifts, prioritization changes, and schedule modifications.
- Manage real-time exceptions such as unexpected volume increases, outages, and unplanned absences with sound judgment.
- Develop and maintain dashboards and reporting tools to provide visibility into coverage health, trends, and operational risks.
- Analyze workforce data and provide insights that improve forecasting accuracy and future planning decisions.
- Collaborate with workforce management, support operations, and leadership teams to continuously improve scheduling practices.
- Promote sustainable, people-focused workforce strategies that balance business needs with employee experience.
- Experience in workforce management, real-time management, scheduling, or capacity planning within a support, customer experience, or technical services environment.
- Strong understanding of workforce management concepts, including coverage planning, adherence, shrinkage, occupancy, and service level metrics.
- Ability to make thoughtful decisions quickly while managing changing priorities and incomplete information.
- Strong analytical skills with the ability to interpret live data and translate insights into actionable recommendations.
- Experience using workforce management platforms, scheduling tools, reporting systems, or dashboards.
- Familiarity with support metrics, customer service operations, and SLA management.
- Excellent communication skills with the ability to coordinate adjustments and communicate risks effectively.
- Collaborative mindset with respect for experienced support professionals and flexible team environments.
- Ability to work independently, manage ambiguity, and help build processes from the ground up.
- Strong organizational skills and attention to detail.
- Fully remote work environment.
- Competitive compensation package:
- United States: $95,000 – $125,000 USD.
- Canada: CA$95,000 – CA$125,000 CAD.
- Equity opportunities.
- Unlimited paid time off with a recommended minimum vacation period.
- Fully paid family leave program.
- Flexible and supportive work culture focused on high-quality work.
- Generous equipment, software, and home office budget.
- Monthly education budget and support for professional development opportunities.
- Opportunity to influence workforce practices within a growing global organization.
- Collaborative environment with talented teams across different regions.
- Focus on autonomy, trust, and meaningful impact.
As a Support Workforce Management Analyst, you will own scheduling and real-time workforce management activities for a global support organization. You will help optimize coverage, improve operational visibility, and ensure teams are equipped to deliver excellent customer experiences while maintaining flexibility and autonomy.
Requirements:
The ideal candidate has hands-on workforce management experience and enjoys combining analytical thinking with real-time operational decision-making. You should be comfortable working with data, collaborating across teams, and creating effective processes in an evolving environment.