Support Workforce Management Analyst - Americas

📋 Description

• Own scheduling and real-time analysis for a global Support org.
• Translate capacity plans into practical schedules and live coverage.
• Monitor queues and SLA attainment, adjust in real time.
• Design scalable, humane coverage with flex and autonomy.
• Partner with WFM Lead, Support Managers, and Ops to stay aligned.
• Surface intraday signals to keep SLA risk ahead.

🎯 Requirements

• Hands-on scheduling and real-time/intraday experience in Support/CX/technical services.
• Strong grasp of coverage strategies, adherence/shrinkage/occupancy/conformance.
• Comfortable making real-time decisions with imperfect information and a fast clock.
• Highly analytical; read live data quickly and translate into actionable adjustments.
• Experience with WFM tooling and dashboards.
• Familiarity with Support metrics and SLAs.

🎁 Benefits

• Competitive compensation with long stock option window.
• Unlimited PTO with four weeks per year.
• 12 weeks fully paid family leave in the US, with expansion abroad.
• Generous budget for equipment, software, and office furniture.
• $100/month education budget for conferences and learning.
• Equal employment opportunities and inclusive culture.