Workforce Management Analyst

Who We Are

HungerRush is a leading provider of integrated restaurant solutions. HungerRush 360 is our flagship cloud POS system that makes it easier to delight guests, drive loyalty, and manage restaurants from anywhere. The all-in-one system integrates digital ordering, delivery, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators of all sizes more insight into their customers, more control over their operations, and more power to profitably grow their business. Learn more at www.hungerrush.com

Position Summary

HungerRush is seeking a data-driven Workforce Management Analyst to revolutionize our support operations through strategic forecasting, optimized scheduling, and capacity planning. This role will transform our current processes into a sophisticated WFM operation, ensuring the right people are in the right place at the right time across our multi-product support organization. The ideal candidate will implement modern WFM tools and practices to drive efficiency, improve service levels, and enable scalable growth.

Essential Responsibilities and Duties

Forecasting & Capacity Planning (35%)

• 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

Scheduling & Real-Time Management (30%)

• 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

WFM Technology Implementation (20%)

• 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

Analytics & Reporting (15%)

• 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

Qualifications

Experience

• 3-5 years of workforce management experience in contact center or customer support environment
• Demonstrated experience managing complex scheduling and forecasting operations
• Proven track record of implementing WFM tools and eliminating manual processes
• Experience with multi-channel support operations (phone, chat, email)
• Background in B2B SaaS or technology companies preferred

Technical Skills

• Expert-level Excel skills including complex formulas, pivot tables, and macros
• Proficiency with WFM platforms (Assembled, Tymeshift, Playvox, NICE, Verint, or similar)
• Strong SQL skills for data extraction and analysis
• Experience with BI tools (Tableau, Power BI, Looker)
• Familiarity with Zendesk or similar support platforms
• Understanding of Erlang C calculations and queueing theory

Analytical Competencies

• Strong statistical and mathematical skills for forecasting and modeling
• Ability to identify patterns and trends in complex datasets
• Experience with regression analysis and time-series forecasting
• Understanding of contact center math (service level, ASA, occupancy, utilization)
• Capability to translate data into actionable staffing recommendations

Preferred Qualifications and Skills

• Bachelor's degree in Business, Statistics, Mathematics, Industrial Engineering, or related field
• Experience with Python or R for advanced analytics
• Knowledge of AI/ML applications in workforce management
• Background in restaurant, retail, or multi-location business support
• Certification in workforce management (SWPP, CWFM)
• Experience with contractor/BPO workforce management

Additional Information 

This position is open to candidates who are authorized to work in the United States, without sponsorship, either now or in the future. At this time, and in the foreseeable future, HungerRush is not able to support assistance with additional visa sponsorship, regarding this specific position. 

Disclaimer:  This Job Description indicates the general nature and level of work expected of the incumbent(s).  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent(s) may be asked to perform other duties in addition to those described above.   

HungerRush is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local municipal law.