Support Workforce Management Analyst

Role Responsibilities

Scheduling and Coverage Design

• Build and maintain global schedules that align required coverage with our headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules.
• Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change, including managing shift-change and time-off workflows.
• Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values.
• Account for skill distribution and routing so the right work reaches the right people.

Real-Time Analysis and Intraday Management

• Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day.
• Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy as volume and complexity fluctuate.
• Spot intraday risks early and communicate them clearly, coordinating with Support Managers to respond without creating unnecessary alarm.
• Manage real-time exceptions (spikes, outages, unplanned absences) with sound judgment and a calm, collaborative approach.

Data and Insights

• Track team data and behaviors as inputs that improve planning, not as compliance metrics to enforce.
• Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.
• Feed real-world scheduling and RTA learnings back to the WFM Lead to sharpen forecasts and capacity assumptions over time.

Cross-Functional Partnership

• Partner closely with the WFM Lead, Support Managers, and Support Operations to keep coverage plans aligned with reality.
• Act as a trusted, day-to-day point of contact for coverage questions and live adjustments.
• Advocate for sustainable, human-centered scheduling decisions that scale with the business.

Role Requirements

Scheduling and Real-Time Management Expertise

• Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment (e.g., WFM Analyst, RTA Analyst, or Scheduling Analyst).
• Strong grasp of coverage strategies, adherence/shrinkage/occupancy/conformance concepts, and how they translate into daily service levels.
• Comfort making sound real-time decisions with imperfect information and a fast clock.

Systems and Analytical Thinking

• Highly analytical, able to read live data quickly and turn it into clear, actionable adjustments and recommendations.
• Experience with WFM/scheduling tooling and comfort building or maintaining dashboards.
• Familiarity working with Support metrics and SLAs in a nuanced, non-mechanical way.

Collaborative and People-Centered

• Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments.
• Strong communicator who can flag risk and coordinate live adjustments without reading as "policing."
• Comfortable partnering across managers and levels, and taking direction from the WFM Lead on strategy while owning the execution.

Nice-to-Haves

• You love the craft of scheduling and the pace of real-time coverage management.
• You see WFM as an enabling function, not a policing one.
• You're energized by live problem-solving and making quick, well-reasoned calls under pressure.
• You're excited to partner with experienced, technical Support professionals who value autonomy and impact.
• You want to help shape how scheduling and RTA operate as Support scales.