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FigmaFigmaSan Francisco, CA

Workforce Management Analyst

Own workforce capacity models and run SQL-driven analytics to optimize BPO and internal support operations. Partner with leadership on planning, performance tracking, and data-informed recommendations.

115k – 202k
Remote2+ YOEBusiness Operations

About the role

What you'll do at Figma

  • Maintain and run our workforce capacity models day to day, keeping them accurate and ready for both routine and ad-hoc capacity 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 clear, data-informed recommendations with minimal oversight
  • 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 capacity 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 internal and external support teams
  • Help extend operational workforce management practices to additional teams within Product Support

Requirements

  • 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations
  • Strong understanding of customer support operations, including workforce capacity 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 make data-driven recommendations using SQL and data visualization tools such as Hex or Looker (Python experience a plus)
  • Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences

Nice-to-haves

  • Experience with WFM software (we use Assembled)
  • Experience developing workforce capacity models and forecasting methodologies from scratch
  • Familiarity with AI applications in support and their impact on capacity planning
  • Experience working in a high-growth tech environment

Skills

SQLHexLookerPythonWorkforce ManagementCapacity PlanningVendor ManagementForecastingData VisualizationBusiness Reviews
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