Job Req ID: 29957Job Summary:The Service Workforce Management Analyst supports global Service Operations by forecasting workload, analyzing staffing requirements, monitoring capacity, and improving workforce utilization across customer support and service teams. This role will use operational data and workforce management tools to identify trends, improve scheduling, and help ensure appropriate coverage against service demand and SLA requirements.
This role can be based out of CA, NV, UT, AZ and TX.
Essential Duties and Responsibilities:Includes the following essential duties and responsibilities (other duties may also be assigned):- Develop workload forecasts and staffing/capacity models for Service Operations.
- Analyze case volume, workload, staffing, productivity, utilization, and SLA performance.
- Identify coverage gaps and recommend staffing or scheduling adjustments.
- Develop dashboards, reports, and workforce performance metrics.
- Partner with Service Operations leadership, QA, PMO, and regional teams on workforce planning.
- Support implementation and optimization of workforce management processes and tools.
- Use Salesforce Service Cloud and related operational data to support forecasting and analysis.
- Identify opportunities for automation and continuous process improvement.
Qualifications:- Bachelor's degree or equivalent relevant experience.
- 7+ years of workforce management, capacity planning, operations analytics, or related experience.
- Experience with forecasting, scheduling, staffing models, and operational reporting.
- Strong Excel and data-analysis skills; Power BI or similar reporting experience preferred.
- Salesforce Service Cloud experience preferred.
- Strong analytical, communication, and problem-solving skills.
Salary Range$140,000 - $160,000
The salary offered will depend on several factors, including your location, level, education, training, specific skills, years of experience, and comparison to other employees already in this role. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation, such as participation in bonus and equity award programs.
