Support Workforce Management Analyst

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

Ashby helps scaling companies achieve their ambitious growth targets. With Ashby, teams of all sizes can run a fast and efficient hiring process. Trusted by companies including Opendoor, Figma, Notion, Deel and Modern Treasury.

📋 Description

• As the Workforce Management Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. • You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. • Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk. • Build and maintain global schedules that align required coverage with our headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules. • Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change, including managing shift-change and time-off workflows. • Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values. • Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day. • Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy as volume and complexity fluctuate. • Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.

🎯 Requirements

• Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment (e.g., WFM Analyst, RTA Analyst, or Scheduling Analyst). • Strong grasp of coverage strategies, adherence/shrinkage/occupancy/conformance concepts, and how they translate into daily service levels. • Comfort making sound real-time decisions with imperfect information and a fast clock. • Highly analytical, able to read live data quickly and turn it into clear, actionable adjustments and recommendations. • Experience with WFM/scheduling tooling and comfort building or maintaining dashboards. • Familiarity working with Support metrics and SLAs in a nuanced, non-mechanical way. • Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments. • Strong communicator who can flag risk and coordinate live adjustments without reading as 'policing.' • Comfortable partnering across managers and levels, and taking direction from the WFM Lead on strategy while owning the execution.

🏖️ Benefits

• Competitive compensation is offered. • 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. • Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 • Twelve weeks of fully paid family leave in the US.* We plan to expand this to employees in other countries as situations arise. • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! • $100/month education budget with more expensive items (like conferences) covered with manager approval