We are looking for an exceptional Workforce Management (WFM) Analyst who is passionate about their work, understands how to manage multiple channels across a network of support centers, and who has the ability and drive to contribute fresh and innovative ideas to the Technical Support Organization. The ideal candidate will possess experience in typical workforce management disciplines with a focus on maximizing support center efficiency and performance through effective scheduling of resources and offline activity.
What You'll Do:
Develop monthly, weekly, daily and interval level forecasting of inbound/outbound contact volumes, handle times and staffing requirements based on historical contact trends and business growth objectives and maintain a record of the accuracy at all levels
Create weekly interval view of staffing requirements against actual staffing to Identify any potential service level risk and seek for possible resolution
Oversee and maintain the workforce management platforms utilized for forecasting and scheduling
Coordinate with multiple site locations to balance contact volumes and staffing needs in real time to ensure service levels are maintained
Maintain events calendar, tactical staffing plan and outage system and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner
Provide clear and effective communication of the forecasted workload, changes, assumptions, and inputs to leadership teams
Understand, formulate, incorporate and plan workload based upon key drivers of volume analysis, and data
Lead in the effort of building staffing strategies that support multi-site, multi-skilled support centers
Identify and recommend process improvement opportunities to improve productivity, performance and customer satisfaction
What You'll Bring:
Bachelor's degree or 2+ years of experience in contact/support centers
Willingness to learn multiple softwares to support this role
Advanced skills using Microsoft Excel in a business environment
Ability to prioritize and meet tight deadlines, able to multitask
Strong communications skills, attention to details, proactive self-starter
Analytical and solid communications skills are essential to be successful in this role
Analytical with attention to detail
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
Proven ability to build relationships quickly
Knowledge of any Project Management methodologies or Six-Sigma / Lean would be a plus
Working Hours: 4pm to 1am AMT
Be Human With Us:
Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.
Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
Top Skills
What We Do
ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses and aim to democratize the power of technology. The trades industry approaches $800B in North America alone and was significantly underserved by traditional software industry leaders prior to ServiceTitan’s entrance to the market.
Today, ServiceTitan powers the businesses of more than 5,000 customers, is backed by the world’s leading venture capitalists, and continues to target triple-digit growth annually. ServiceTitan unlocks for small business, the tools and support that big business has enjoyed for decades; helping everyday entrepreneurs run and grow their businesses so they can build better lives for themselves and their families.
Why Work With Us
Not only do we change the lives of our customers, but we strive to create an environment full of opportunities that will change the lives of our employees. We are committed to giving extraordinary talent, extraordinary opportunity, and we prioritize investing in Titans, through a suite of benefits, learning and growth opportunities, and more.
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