Senior Service Workforce Management Analyst
Supermicro•San Jose, CA
•Hybrid
About The Position
The Service Workforce Management Analyst supports global Service Operations by forecasting workload, analyzing staffing requirements, monitoring capacity, and improving workforce utilization across customer support and service teams. This role will use operational data and workforce management tools to identify trends, improve scheduling, and help ensure appropriate coverage against service demand and SLA requirements. This role can be based out of CA, NV, UT, AZ and TX.
Requirements
- Bachelor’s degree or equivalent relevant experience.
- 7+ years of workforce management, capacity planning, operations analytics, or related experience.
- Experience with forecasting, scheduling, staffing models, and operational reporting.
- Strong Excel and data-analysis skills
- Strong analytical, communication, and problem-solving skills.
Nice To Haves
- Power BI or similar reporting experience preferred.
- Salesforce Service Cloud experience preferred.
Responsibilities
- Develop workload forecasts and staffing/capacity models for Service Operations.
- Analyze case volume, workload, staffing, productivity, utilization, and SLA performance.
- Identify coverage gaps and recommend staffing or scheduling adjustments.
- Develop dashboards, reports, and workforce performance metrics.
- Partner with Service Operations leadership, QA, PMO, and regional teams on workforce planning.
- Support implementation and optimization of workforce management processes and tools.
- Use Salesforce Service Cloud and related operational data to support forecasting and analysis.
- Identify opportunities for automation and continuous process improvement.
Benefits
- comprehensive benefits package
- participation in bonus and equity award programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
