Workforce Management Analyst
Job description
Workforce Management Analyst at Figma.
About the role
This position is for a Workforce Management Analyst within the Product Support team. You will be instrumental in maintaining daily support operations. The role involves managing capacity models and fulfilling planning requests for both internal and external teams.
Key facts
What you'll do
- Operate and update workforce capacity models daily for both routine and specific planning requests across BPO and full-time employee teams.
- Create and execute reports and SQL queries to analyze support volume, agent output, and vendor performance, providing data-driven recommendations.
- Assist in the operational oversight of our BPO partner, including tracking metrics, contributing to business reviews, and preparing analytical materials.
- Collaborate with Product Support leadership on immediate capacity needs, developing plans for new product launches and evaluating trade-offs between internal staff and BPO scope.
- Identify and resolve inefficiencies to improve key metrics like Service Level Agreement (SLA) and Average Handle Time (AHT) for both internal and external support teams.
- Help expand workforce management practices to other areas within Product Support.
Requirements
- At least 2 years of experience in workforce management, vendor management, capacity planning, or similar operational roles, preferably in customer support.
- Comprehensive understanding of customer support operations, including capacity planning, forecasting, and operational best practices.
- Experience managing external vendor operations, monitoring performance, and supporting business reviews and improvement initiatives.
- Advanced analytical skills for identifying trends, generating insights, and making data-backed recommendations using SQL and data visualization tools.
- Strong communication and stakeholder management abilities, including presenting findings to diverse audiences.
Nice to have
- Experience with Workforce Management (WFM) software, specifically Assembled.
- Ability to develop workforce capacity models and forecasting methods from scratch.
- Knowledge of AI applications in support and their influence on capacity planning.
- Prior work experience in a fast-growing technology company.
Skills & tools
- SQL
- Data visualization tools (e.g., Hex, Looker)
- Python (a plus)
Practical notes
Figma provides equity and a comprehensive benefits package including health, dental, vision, retirement plans, parental leave, mental health support, and paid time off. Exempt employees receive flexible PTO. Additional benefits may include company recharge days, phone/internet reimbursements, and lifestyle spending accounts. An annual bonus plan is available for eligible non-sales roles. Candidates are required to have cameras on during video interviews and attend in-person onboarding if hired.