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HungerRush · 3 weeks ago

Workforce Management Analyst

United States

Full-time

Remote

Mid Level

3+ years exp

HungerRush is a leading provider of integrated restaurant solutions, and they are seeking a data-driven Workforce Management Analyst to revolutionize their support operations. This role focuses on strategic forecasting, optimized scheduling, and capacity planning to ensure efficient staffing across their multi-product support organization.

Information TechnologySoftware

No H1B

Responsibilities

Build and maintain multi-channel forecasting models incorporating historical trends, seasonality, and business growth projections

Develop short-term (daily/weekly) and long-term (monthly/quarterly/annual) volume forecasts

Create capacity plans that align staffing requirements with business objectives and budget constraints

Model impact of new product launches, seasonal variations, and marketing campaigns on support volume

Establish shrinkage assumptions and occupancy targets based on operational analysis

Partner with Finance and HR to inform hiring plans and budget allocations

Create optimized agent schedules balancing business needs, service level targets, and employee preferences

Manage schedule adherence tracking and exception reporting

Provide intraday monitoring and real-time adjustments to maintain service levels

Coordinate with support managers on schedule changes, overtime needs, and coverage gaps

Implement shift bidding processes and schedule flexibility programs

Manage PTO/vacation planning to ensure adequate coverage

Lead selection and implementation of dedicated WFM platform (e.g., Assembled, Tymeshift, Playvox)

Configure WFM tool integration with Zendesk for automated data flows

Design and maintain real-time dashboards for operational visibility

Train support leadership on WFM tools and reporting capabilities

Serve as system administrator for WFM platform

Produce daily, weekly, and monthly WFM reports including forecast accuracy, schedule adherence, and service level attainment

Analyze productivity metrics and identify opportunities for efficiency improvements

Track and report on shrinkage patterns, occupancy rates, and utilization metrics

Provide root cause analysis for service level misses and volume variances

Create executive-level reporting on staffing efficiency and ROI metrics

Maintain single source of truth for all workforce metrics

Qualification

Workforce Management experienceWFM platform proficiencyExpert-level Excel skillsSQL skillsBI toolsStatisticalMathematical skillsPythonR experienceCertification in workforce managementErlang C calculationsAI/ML applications