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Workforce Management Analyst

1 month ago
United States
Full-time
Mid Level
Data Analyst
Data Science and Analytics
Looker Python SQL
Apply Now
Figma

Figma

Figma provides a collaborative web application for interface design that enables users to seamlessly design, prototype, and gather feedback in real time, while also offering additional offline capabilities through desktop applications for macOS and Win...

Internet Software & Services
1K-5K
Founded 2012
$333M raised
View All Jobs 72

Description

  • Maintain and update workforce capacity models for routine and ad-hoc planning needs across BPO and FTE teams.
  • Build reports and run SQL queries to analyze support volume trends, agent productivity, and vendor performance.
  • Develop clear, data-informed recommendations for Product Support leadership with minimal oversight.
  • Support the management of the BPO partner relationship by tracking performance metrics and preparing business review materials.
  • Partner with Product Support leadership on short-term capacity planning, including new product launch addenda and staffing tradeoff analysis.
  • Help identify operational inefficiencies and improve SLA and AHT performance across support teams.
  • Extend workforce management practices to additional teams within Product Support.

Requirements

  • 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally in customer support organizations.
  • Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices.
  • Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives.
  • Advanced 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 is a plus.
  • Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences.
  • Experience with WFM software, especially Assembled, is a plus.
  • Experience developing workforce capacity models and forecasting methodologies from scratch is a plus.
  • Familiarity with AI applications in support and their impact on capacity planning is a plus.
  • Experience working in a high-growth tech environment is a plus.
  • This is a full-time role that can be based in one of Figma’s US hubs or remotely in the United States.

Benefits

  • Annual base salary range of $115,000 to $202,000 USD.
  • Equity compensation.
  • Health, dental, and vision insurance.
  • Retirement plan with company contribution.
  • Parental leave and reproductive or family planning support.
  • Mental health and wellness benefits.
  • Generous PTO and company recharge days.
  • Learning and development stipend, plus work-from-home stipend and cell phone reimbursement.
  • Annual bonus plan for eligible non-sales roles.

Interested in this position?

Apply directly on the company website

Apply Now

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