Senior Analyst, Workforce Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Own workforce planning and forecasting for global operations, turning historical support trends and business demand signals into accurate staffing plans across customer support and platform protection. Monitor workforce performance metrics, build recurring reporting and dashboards in Looker, and run ad hoc analyses for capacity, overtime, and performance insights. Partner with operations, training, data, and vendor teams to drive process improvements and ensure data accuracy across WFM systems.

Location: Chennai

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Analyze historical support volume trends and build short-, medium-, and long-term forecasts across support functions, geographies, and partners.
•Create and maintain staffing plans and schedules to balance service levels, efficiency, and employee coverage needs.
•Monitor workforce metrics (utilization, shrinkage, adherence, forecast accuracy) and translate findings into recommendations for operational leaders.
•Develop recurring reporting and insights, including dashboards and reporting tools using Looker, plus ad hoc analyses for capacity, overtime, and performance heatmaps.
•Partner with operations, training, process excellence, data, and vendor management teams to align workforce strategies with business priorities and improve WFM processes.

Key Requirements

•Bachelor's degree in Business, Finance, Operations, Analytics, or a related field (preferred).
•3–5 years of workforce management or workforce analytics experience in a contact center, customer support, or operations environment.
•Strong understanding of forecasting methodologies, capacity planning, and scheduling principles.
•Advanced proficiency in Excel or Google Sheets and experience with business intelligence tools like Power BI, Tableau, or Looker.
•Strong analytical, problem-solving, and communication skills to translate complex analyses into business recommendations.

Experience:3-5 years

Education:Bachelor's in Business, Finance, Operations, Analytics, or a related field

Skills:Analytical thinkingProblem-solvingCommunicationStakeholder managementOrganizational skills

Certifications:Lean Six Sigma (Green Belt)

Tech Stack:ExcelGoogle SheetsPower BITableauLookerSQLNICE IEXVerintCalabrioAspect

Company Brief

Poshmark

Industry: Online Marketplaces

Website

Loading job details...

Preparing the role view and application actions.

Poshmark

4 weeks ago

Senior Analyst, Workforce Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Chennai

Workplace: Onsite

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Analyze historical support volume trends and build short-, medium-, and long-term forecasts across support functions, geographies, and partners.
•Create and maintain staffing plans and schedules to balance service levels, efficiency, and employee coverage needs.
•Monitor workforce metrics (utilization, shrinkage, adherence, forecast accuracy) and translate findings into recommendations for operational leaders.
•Develop recurring reporting and insights, including dashboards and reporting tools using Looker, plus ad hoc analyses for capacity, overtime, and performance heatmaps.
•Partner with operations, training, process excellence, data, and vendor management teams to align workforce strategies with business priorities and improve WFM processes.

Key Requirements

•Bachelor's degree in Business, Finance, Operations, Analytics, or a related field (preferred).
•3–5 years of workforce management or workforce analytics experience in a contact center, customer support, or operations environment.
•Strong understanding of forecasting methodologies, capacity planning, and scheduling principles.
•Advanced proficiency in Excel or Google Sheets and experience with business intelligence tools like Power BI, Tableau, or Looker.
•Strong analytical, problem-solving, and communication skills to translate complex analyses into business recommendations.

Experience:3-5 years

Education:Bachelor's in Business, Finance, Operations, Analytics, or a related field

Skills:Analytical thinkingProblem-solvingCommunicationStakeholder managementOrganizational skills

Certifications:Lean Six Sigma (Green Belt)

Tech Stack:ExcelGoogle SheetsPower BITableauLookerSQLNICE IEXVerintCalabrioAspect

Company Brief

Poshmark

Industry: Online Marketplaces

Website