Senior Workforce Management Analyst

Summary

Join BambooHR as a Senior Workforce Management Analyst and drive workforce strategy and optimization for over 300 frontline agents. You will build and maintain forecasts, develop schedules, analyze data, implement skills-based routing, and collaborate with cross-functional teams. This remote position requires proven experience in workforce management solutions, advanced analytical skills, and exceptional communication. BambooHR offers a fantastic company culture, generous benefits including paid time off, health benefits, retirement plan, and professional development opportunities. Employment is contingent on passing a background and credit check.

Requirements

• Proven experience building workforce management solutions from the ground up, demonstrating innovation and ownership
• Advanced skills in analytics, modeling, and data mining to inform strategic decisions
• Exceptional communication and collaboration skills, with a track record of successful remote partnerships
• Experience managing change with positive outcomes, using data-driven insights to guide transitions
• Expertise in skills-based routing and channel management
• Bachelor’s degree in Finance, Statistics, Math, Operations Management, or a related discipline (or equivalent experience)

Responsibilities

• Build and maintain accurate long-term and short-term forecasts using advanced workforce management tools and Excel models
• Develop interval plans and schedules to meet service level agreements, making real-time adjustments as needed
• Analyze data to identify trends, provide actionable insights, and refine strategies
• Implement and optimize skills-based routing to enhance efficiency and customer satisfaction
• Model and plan for both online (phone, chat, text) and offline (email) channels to ensure seamless service delivery
• Collaborate with finance, customer experience leaders, and technology teams to align workforce strategies with business goals
• Manage workforce planning for in-house and outsourced teams, ensuring smooth operations across all models

Preferred Qualifications

• Experience in a fast-paced, scaling startup environment
• Knowledge of industry best practices and emerging workforce management trends

Benefits

• 4 weeks paid time off
• 11 paid holidays
• Paid vacation time
• Medical with HSA and FSA options, dental, and vision
• 401(k) with a generous company match
• Access to a personal financial planner
• Legal and life insurance
• Financial Peace University (paid one-year subscription)
• Paid time to volunteer in the community
• Educational Benefits (assistance with higher education expenses)
• Flexible Work Models (in-office, work-from-home, or hybrid)