Planning Analyst, Workforce Management
About The Position
Whatnot is the largest livestream shopping platform in North America and Europe. We are looking for a Planning Analyst to partner closely with our operations and agent teams. You will be workforce management’s daily interface with the people who run the floor. You will be a trusted operational advisor who works at the Senior Manager, Team Lead, and agent level. You’ll adapt to real-world conditions and act as a trusted operational advisor to the people who manage agents day to day. We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix, AZ hub.
Requirements
- 4+ years of relevant experience in WFM
- Strong communication and ability to translate operational nuance into clear guidance.
- Data analysis skills, turning data insights into action, and highly proficient in SQL
- Ability to identify the gap between the plan and reality. You surface what the long-range model can't see.
- Familiarity with intraday queue management, schedule adherence tracking, and workforce management tools.
- Experience in a fast-paced environment, preferably a startup.
Responsibilities
- Short-term scheduling: Own the -90 days +90 days. Translate capacity plans into actionable daily and weekly schedules that reflect real demand patterns, agent availability, and floor dynamics.
- Real-time analysis (RTA): Monitor intraday queue performance. Surface breaches before they become SLA misses. Escalate with context, not just alerts.
- Team Lead & Senior Manager consulting: Be the trusted advisor to the people managing agents. Help them understand what the schedule means, what the tradeoffs are, and what to do when reality diverges from plan.
- Performance signal generation: Track agent-level productivity, adherence, and quality trends. This is the data that feeds L&D (who needs training) and QA (when to push initiatives). This role is the trigger layer.
- Ground-truth feedback to Capacity Planner: The Capacity Planner's model is only as good as the information it receives. The Planning Analyst's job is to close that gap — surfacing what's really happening on the floor that the long-range model can't see.
- Schedule adherence & productivity: Own the daily roster. Flag gaps. Track actuals vs. scheduled. Feed into the SSOT.
- OT & flex sourcing: Own short-notice staffing solutions. Identify gaps early, source OT or flex coverage, and ensure zero surprise understaffing events.
Benefits
- Generous Holiday and Time off Policy
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
- Monthly allowance to dogfood the app
- 16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements, which take precedence.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
