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.
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
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