Booksy · 2 weeks ago
Workforce Management Analyst
United States
Full-time
Remote
Mid LevelBooksy is a global company focused on helping people thrive and feel fantastic. As a Workforce Management Analyst, you will support the end-to-end workforce planning cycle for the Customer Success organization, leveraging analytical skills to enhance efficiency and customer experience.
MarketplaceMobile AppsMobile PaymentsPaymentsSaaSSoftwareWellness
Responsibilities
Own the forecasting cycle: You will manage short-, mid-, and long-term volume and workload forecasts across all CS channels, including chat, email, and phone
Optimize resources: You'll build agent schedules that meet forecasted demand while balancing operational coverage, cost-efficiency, and the agent experience
Create operational clarity: You will develop policies and clear guidelines to ensure all teams understand how and why coverage is planned
Surface real-time insights: You'll build RTM and intraday dashboards to partner with Team Leads, providing clear, data-driven guidance and recommended actions
Build reliable sources of truth: You will replace fragmented spreadsheets with simple, scalable, and structured reporting
Solve complex operational puzzles: You'll analyze SLA performance, capacity imbalances, and cross-market support opportunities to drive better prioritization and workflow design
Qualification
Required
Provable, deep expertise and experience in WFM planning, specifically in reporting, scheduling, or advanced data analytics
A strong analytical mindset with the ability to structure complex problems and work with performance dashboards to enable data-driven decisions
Deep knowledge of Customer Service KPIs and multi-channel operations, including voice, chat, email, and social media
Demonstrated proficiency in Excel, Google Sheets, or BI tools like PowerBI for complex data analysis
Adaptability and grit: You are tech-savvy and able to quickly master new tools and technologies in a fast-paced environment
Excellent communication skills: You can act as a trusted advisor to leadership, translating complex data into concrete strategic action plans
Preferred
Knowledge of SQL, Python, or experience analyzing CRM data like Salesforce or Zendesk is a strong advantages
Benefits
100% remote work in the US.
Comprehensive health, dental, and vision coverage.
Company paid STD, and $25,000 Basic Life.
Voluntary LTD.
401k - 50% match up to 6% of contributions paid annually/ 3-year vesting period.
PTO: Exempt employees: unlimited with manager approval. Non-exempt employees: 160 hours/year (does not roll over).
Parental Leave - 12 weeks of paid leave.
EAP (Employee Assistance Program).
Voluntary Pet Insurance through Fetch.
Booksy benefit $50 per month to use on services in our app.
Discounts via Perkspot.
Company
Booksy
Booksy is a booking platform that links local customers with professionals in the beauty, wellness, and health industries.
Founded in 2014
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$203.75MKey Investors
CIBC Innovation BankingInovia CapitalSiena Secondary Fund
2024-10-03Series Unknown· $39.75M
2023-12-15Convertible Note· $1M
2023-11-23Series Unknown
Leadership Team
Stefan Batory
Cofounder & CEO
Recent News
2025-11-19
2025-11-19
2025-10-11
Company data provided by crunchbase