Workforce Management Analyst

Figma is growing its team of creatives and builders on a mission to make design accessible to all.

As a member of the Product Support team, the Workforce Management Analyst will help keep support operations running day-to-day.

Responsibilities:

• Maintain and run workforce capacity models day-to-day, keeping them accurate and ready for capacity planning requests
• Build and run reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance
• Support the operational management of the BPO partner relationship, including tracking performance metrics and business reviews
• Partner with Product Support leadership on short-term capacity needs and provide data-driven recommendations
• Help diagnose inefficiencies and improve attainment on key metrics

Requirements:

• 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles
• Strong understanding of customer support operations, including workforce capacity planning and forecasting
• Experience managing external vendor operations and tracking performance metrics
• Advanced analytical skills with SQL and data visualization tools
• Excellent communication and stakeholder management skills

Nice to Have:

• Experience with WFM software (Assembled)
• Experience developing workforce capacity models and forecasting methodologies
• Familiarity with AI applications in support and their impact on capacity planning
• Experience working in a high-growth tech environment

Benefits:

• Competitive salary ($115,000 - $202,000 USD)
• Equity to employees
• Health, dental & vision insurance
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement