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.

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.

• 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.

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.

• 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.

Benefits:

• 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.