Support Workforce Management Analyst

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

📋 Description

• In the role of Workforce Management Analyst, you will take charge of scheduling and real-time analysis (RTA) for a global Support organization.

• You will collaborate closely with our WFM Lead, who is responsible for long-term forecasting and capacity strategy, converting those plans into effective schedules and live coverage decisions.

• On a daily basis, you will track the team's progress against the plan, suggest and implement real-time adjustments, and identify intraday signals to proactively address SLA risks.

• You will create and maintain global schedules that align necessary coverage with our workforce, skills, and time zones, transforming the WFM Lead's capacity plans into practical day-to-day schedules.

• Collaborating with Support Managers, you will adapt schedules as the team expands, regions grow, and needs evolve, which includes managing shift changes and time-off processes.

• You will design coverage that facilitates SLA achievement while maintaining the flexibility and autonomy valued by our team.

• You will monitor queues and team activities in real time, assessing our pacing against schedules and SLAs throughout the day.

• You will make and suggest immediate adjustments (such as re-prioritization, coverage shifts, and breaks/offline time) to ensure healthy service levels as volume and complexity vary.

• You will develop and sustain dashboards that provide insights into coverage health, intraday trends, and potential risks.

⛳️ Requirements

• Proven hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services setting (e.g., WFM Analyst, RTA Analyst, or Scheduling Analyst).

• Comprehensive understanding of coverage strategies, adherence/shrinkage/occupancy/conformance concepts, and their implications for daily service levels.

• Ability to make informed real-time decisions even with incomplete information and under tight deadlines.

• Highly analytical mindset, capable of interpreting live data swiftly and converting it into clear, actionable adjustments and recommendations.

• Experience with WFM/scheduling tools and confidence in building or maintaining dashboards.

• Familiarity with Support metrics and SLAs, approached in a nuanced and non-mechanical manner.

• Profound respect for the expertise of Support professionals and an appreciation for flexible, trust-based work environments.

• Strong communication skills to identify risks and coordinate live adjustments without appearing overbearing.

• Comfortable collaborating across various managerial levels and taking direction from the WFM Lead regarding strategy while managing execution independently.

🏝️ Benefits

• Competitive compensation is provided.

• A 10-year exercise window for stock options. There’s no pressure to purchase stock options if you leave Ashby — you can do so when you feel financially ready.

• Unlimited PTO is offered, with a recommendation of four weeks per year. Expect “Vacation?” to be a topic in our one-on-one meetings until you begin taking it 😅

• Twelve weeks of fully paid family leave in the US.* We plan to extend this to employees in other countries as opportunities arise.

• A generous budget for equipment, software, and office furniture. Acquire what you need to feel happy and productive!

• A $100/month education budget, with more costly items (like conferences) covered upon manager approval.