Workforce Optimization Specialist

We are monday.com, a global software company transforming how businesses run. Our product suite can adapt to the needs of diverse industries and use cases within one powerful platform, empowering ~245,000 customers worldwide to reimagine how work gets done, drive greater efficiency, and scale like never before.

With over 2,500 employees across the globe, we grow by prioritizing transparency and knowledge sharing. We care about the impact you make, not the hours you clock, so we encourage initiative, ownership, and fresh thinking. We back our people with flexible work, wellness and mental health support, and a work environment built on collaboration.

We're looking for a sharp, data-driven, and highly motivated Workforce Optimization Specialist to join our Customer Experience team at monday.com, working from our HQ in Tel Aviv.

In this role, you will leverage data to drive workforce optimization initiatives across our global CX operation, ensuring we are operating efficiently while delivering an exceptional customer experience.

You will focus on analyzing workforce data, identifying trends, and developing strategies to improve productivity, efficiency, and staffing alignment, ensuring we’re putting the right people in the right place at the right time without manual adjustments.

This role is perfect for someone with 2-4 years of experience in workforce planning, support operations, or analytical roles who is passionate about using data to optimize operations and wants to grow into a leadership career in workforce management.

• Planning and scheduling based on the forecast of Demand, such as shift planning, adjustments for PTO, training sessions, and unexpected changes.
• Support forecasting and scheduling efforts across our CX org, ensuring alignment with expected volume and staffing targets.
• Assist in maintaining and improving reporting dashboards to track key workforce metrics such as occupancy, productivity, adherence, shrinkage, etc.
• Collaborate with cross-functional teams, including Enablement and BPO Partners, to ensure alignment and coordination.

Forecasting & Capacity Planning

• Analyze historical volume trends and key performance metrics to forecast customer service demand.
• Develop capacity plans that balance service level goals, agent productivity, and labor cost efficiency.
• Build short-term and long-term staffing models based on business growth, seasonality, and strategic goals.

Real-Time & Operational Monitoring

• Track and report on workforce KPIs such as shrinkage, adherence, utilization, occupancy, and service levels.
• Identify operational inefficiencies such as idle time or overstaffing, and work with team leads to address them.

• 2-4 years of experience in a workforce, support operations, or scheduling role, preferably in a fast-paced or BPO environment.
• Highly analytical and loves digging into numbers to find patterns, trends, and solutions.
• Organized, proactive, and thrive in dynamic environments with moving targets.
• Collaborative mindset and are not afraid to communicate with stakeholders across different time zones and roles.
• A proven experience in customer service or support organizations in SaaS.
• Proficient in WFM tools such as Verint, NICE IEX, Playvox, or similar platforms.
• Familiarity with key customer support KPIs (CSAT, FRT, AHT, adherence, shrinkage).
• Experience working with spreadsheets, dashboards, or basic reporting tools (Excel, Google Sheets, Tableau/other BI tools).

Why You’ll Love It Here

• You’ll join a mission-driven, collaborative team focused on operational excellence and people-first planning.
• You’ll have the opportunity to work with global stakeholders and contribute directly to the success of our support organization.
• You'll be exposed to advanced WFM strategies and have the chance to grow into a more senior role over time.