Building people software for high growth companies.
Support Workforce Management Analyst
Location
United States
Posted
5 hours ago
Salary
$95K - $125K / year
Seniority
Mid Level
Job Description
Support Workforce Management Analyst
Ashby
• As the Workforce Management Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. • You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. • Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk. • 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. • 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. • Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.
Job Requirements
- 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.
- 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.
- 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.
Benefits
- Competitive compensation is offered.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
- Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- Twelve weeks of fully paid family leave in the US.* We plan to expand this to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval
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