Figma11 дней назад
Workforce Management Analyst
San Francisco
Обязанности
- 01Maintain and run our workforce capacity models day to day, keeping them accurate and ready for both routine and ad-hoc capacity planning requests across BPO and FTE teams
- 02Build and run your own reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance—surfacing clear, data-informed recommendations with minimal oversight
- 03Support the operational management of our BPO partner relationship, including tracking performance metrics, helping run regular business reviews, and prepping the supporting materials and analysis
- 04Partner with Product Support leadership on short-term capacity needs, including building addenda for events like new product launches and modeling tradeoffs between FTE headcount and BPO scope
- 05Help diagnose inefficiencies and improve attainment on key metrics such as SLA and AHT across internal and external support teams
- 06Help extend operational workforce management practices to additional teams within Product Support
Требования
- 012+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations
- 02Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices
- 03Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives
- 04Advanced analytical skills with the ability to identify trends, generate insights, and make data-driven recommendations using SQL and data visualization tools such as Hex or Looker (Python experience a plus)
- 05Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences
Условия
- 01Full time role that can be held from one of our US hubs or remotely in the United States
- 02Annual Base Salary Range: $115,000 — $202,000 USD
- 03Figma offers equity to employees
- 04Health, dental & vision benefits
- 05Retirement with company contribution
- 06Parental leave & reproductive or family planning support
- 07Mental health & wellness benefits
- 08Generous PTO
- 09Company recharge days
- 10Learning & development stipend
- 11Work from home stipend
- 12Cell phone reimbursement
- 13Annual bonus plan for eligible non-sales roles