Workforce Management Analyst

Job Summary

As a full-time Planning Analyst, the successful candidate will manage short-term scheduling, real-time analysis, and provide consulting to team leads and senior managers, ensuring effective workforce management operations from the Phoenix, AZ hub or remotely.

Key responsibilities

• Own short-term scheduling by translating capacity plans into actionable daily and weekly schedules
• Monitor intraday queue performance and escalate potential SLA breaches with context
• Consult with team leads and senior managers to interpret schedules and address discrepancies between plans and reality

Required qualifications

• 4+ years of relevant experience in workforce management
• Proficiency in data analysis and SQL to derive actionable insights
• Experience with intraday queue management and workforce management tools
• Ability to identify gaps between planned and actual performance
• Experience in a fast-paced environment, preferably in a startup setting