Support Workforce Management Analyst - Americas

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Workforce Management Analyst - Americas based in United States.

This role offers the opportunity to shape workforce management practices within a growing global support organization. You will combine scheduling expertise, real-time analysis, and operational problem-solving to ensure customers receive exceptional service. Working closely with support leaders, you will transform capacity plans into effective schedules and daily coverage decisions. The position focuses on enabling high‑performing teams through thoughtful planning, data‑driven insights, and human‑centered processes.

You will have the autonomy to build scalable workforce practices while improving service levels and team experience. This is an ideal opportunity for someone who enjoys fast‑paced environments, live decision‑making, and creating structure in evolving organizations.

As a Support Workforce Management Analyst, you will own scheduling and real‑time workforce management activities for a global support organization. You will help optimize coverage, improve operational visibility, and ensure teams are equipped to deliver excellent customer experiences while maintaining flexibility and autonomy.

• Build and maintain global support schedules aligned with staffing levels, skills, time zones, and service requirements.
• Translate workforce forecasts and capacity plans into practical daily schedules and coverage strategies.
• Partner with support managers to adjust schedules as business needs evolve, including shift changes, time‑off requests, and coverage updates.
• Monitor real‑time queues, workload patterns, and team activity to identify risks and maintain service level objectives.
• Make and recommend intraday adjustments, including coverage shifts, prioritization changes, and schedule modifications.
• Manage real‑time exceptions such as unexpected volume increases, outages, and unplanned absences with sound judgment.
• Develop and maintain dashboards and reporting tools to provide visibility into coverage health, trends, and operational risks.
• Analyze workforce data and provide insights that improve forecasting accuracy and future planning decisions.
• Collaborate with workforce management, support operations, and leadership teams to continuously improve scheduling practices.
• Promote sustainable, people‑focused workforce strategies that balance business needs with employee experience.

The ideal candidate has hands‑on workforce management experience and enjoys combining analytical thinking with real‑time operational decision‑making. You should be comfortable working with data, collaborating across teams, and creating effective processes in an evolving environment.

• Experience in workforce management, real‑time management, scheduling, or capacity planning within a support, customer experience, or technical services environment.
• Strong understanding of workforce management concepts, including coverage planning, adherence, shrinkage, occupancy, and service level metrics.
• Ability to make thoughtful decisions quickly while managing changing priorities and incomplete information.
• Strong analytical skills with the ability to interpret live data and translate insights into actionable recommendations.
• Experience using workforce management platforms, scheduling tools, reporting systems, or dashboards.
• Familiarity with support metrics, customer service operations, and SLA management.
• Excellent communication skills with the ability to coordinate adjustments and communicate risks effectively.
• Collaborative mindset with respect for experienced support professionals and flexible team environments.
• Ability to work independently, manage ambiguity, and help build processes from the ground up.
• Strong organizational skills and attention to detail.

• Fully remote work environment.
• Competitive compensation package:
  • United States: $95,000 – $125,000 USD.
  • Canada: CA $95,000 – CA $125,000 CAD.
• Equity opportunities.
• Unlimited paid time off with a recommended minimum vacation period.
• Fully paid family leave program.
• Flexible and supportive work culture focused on high-quality work.
• Generous equipment, software, and home office budget.
• Monthly education budget and support for professional development opportunities.
• Opportunity to influence workforce practices within a growing global organization.
• Collaborative environment with talented teams across different regions.
• Focus on autonomy, trust, and meaningful impact.