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Senior Service Workforce Management Analyst
Job in
Chandler, Maricopa County, Arizona, 85249, USA
Listed on 2026-09-14
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-14
Job specializations:
-
Business
Data Analyst, Business Intelligence -
IT/Tech
Data Analyst, Business Intelligence
Job Description & How to Apply Below
- 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
- 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
- Role can be based in California, Nevada, Utah, Arizona, or Texas
Demonstrates expertise in workforce management, capacity planning, and operational analytics, with a strong focus on forecasting, staffing models, and performance metrics. Proficient in utilizing Salesforce Service Cloud and Power BI for data analysis and reporting.
Highest-signal resume keywords- Workforce Management
- Capacity Planning
- Forecasting
- Salesforce Service Cloud
- Data Analysis
- Workload Forecasting
- Staffing Models
- Operational Reporting
- Excel
- Power BI
- Productivity Analysis
- Utilization Analysis
- SLA Performance Analysis
- Process Improvement
- Automation
- Analytical Skills
- Communication Skills
- Problem-Solving Skills
- Service Operations
- Workforce Planning
- Capacity Models
- Performance Metrics
- Continuous Improvement
- Salesforce Service Cloud
- Power BI
Position Requirements
10+ Years
work experience
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