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Booksy · 15 hours ago

Workforce Management Analyst

United States

Full-time

Remote

Mid Level

Booksy is seeking a Workforce Management Analyst to support the end-to-end workforce planning cycle for their global Customer Success organization. The role involves leveraging analytical skills to monitor performance and translate operational data into actionable insights that 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