Senior WFM Analyst

November 6

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HighLevel

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SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

📋 Description

• WFM Systems Management: Maintain and optimize the workforce management platform, ensuring accurate data capture, reporting, and system reliability. • Forecasting and Planning: Develop and refine forecasting models to predict workload demand across all customer-facing teams, including customer support, sales, and success teams. • Staffing Optimization: Design and implement staffing schedules and capacity plans to align resources with forecasted demand, minimizing downtime and maximizing service levels. • Efficiency Improvement: Collaborate with team leads to identify process inefficiencies and implement solutions that enhance productivity and customer satisfaction. • Real-Time Monitoring: Oversee intraday workforce operations, adjusting schedules as needed to meet changing business needs. • Reporting and Insights: Provide actionable insights through dashboards and reports on key WFM metrics, such as adherence, utilization, and service level achievement. • Cross-Functional Collaboration: Partner with stakeholders from operations, HR, and leadership to ensure alignment on workforce strategies and priorities. • Training and Documentation: Develop training materials and standard operating procedures for WFM tools and processes to ensure consistency and knowledge sharing. • Experience/Education/Certifications Required: Experience working in a cloud software or technology company. Familiarity with predictive analytics and machine learning for demand forecasting. Process improvement certifications (e.g., Lean Six Sigma).

🎯 Requirements

• 3-5+ years of experience in workforce management, preferably in a customer-facing environment. • Experience with WFM tools such as Assembled, Calabrio, NICE, Verint, or similar platforms. • Strong analytical skills with expertise in Excel, SQL, or other data analysis tools. • Excellent communication skills, with the ability to present complex data in a clear and actionable manner. • Experience in forecasting, capacity planning, and performance monitoring. • Knowledge of customer service operations and best practices is a plus. • Proven ability to manage multiple priorities in a fast-paced environment.