Business Operations Analyst, Workforce Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and sustain workforce capacity models that align Stylist capacity with client demand.

• Identify and address productivity challenges based on capacity planning.

• Integrate operational strategies into the company’s financial cycles.

• Offer real-time insights into Stylist capacity, productivity, and client experience.

• Lead initiatives aimed at optimizing work output while designing KPIs and performance metrics.

• Collaborate with Finance and leadership to ensure workforce strategies are in line with company objectives.

• Maintain a balance between quality, cost-effectiveness, and team well-being.

• Create actionable dashboards and analyses utilizing SQL and BI tools like Looker and Metabase.

• Employ AI technologies such as ChatGPT and Copilot to enhance efficiency and results.

• Continuously learn and implement new technologies.

⛳️ Requirements

• 5–7+ years of experience in workforce management, capacity planning, or financial/operational strategy.

• Experience in contact centers or client-facing operations is advantageous.

• In-depth knowledge of WFM tools such as Playvox, Aspect, Nice, or similar platforms.

• Confidence in managing staffing without reliance on a workforce platform.

• Advanced proficiency in SQL and business intelligence tools.

• Capability to simplify complex ideas for senior audiences and provide trusted data-driven recommendations.

• Proven track record of leading cross-functional projects with successful outcomes.

• Experience using AI tools for analysis, task simplification, and automation.

• Proactive problem-solving skills in a fast-paced, remote environment.

• Ability to sit for long periods, utilize a computer or office equipment, and communicate effectively both verbally and in writing.

• Workforce Management System administration experience is a plus.

• Experience interfacing with payroll and time-tracking systems is a plus.

• Lean Six Sigma Certification is a plus.

🏝️ Benefits

• Competitive salary.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Additional benefits.

• Comprehensive benefits package.

• Opportunities for meaningful career growth.