# Workforce Management Analyst

**Company**: Figma
**Location**: San Francisco, CA
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $115,000 - $202,000 USD
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/figma/jobs/6099183004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_18a48623-bd4

## Description

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

## Skills

### Required
- SQL
- data visualization
- workforce management
- vendor management
- capacity planning

### Nice to have
- WFM software (Assembled)
- AI applications in support
- high-growth tech environment

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/figma/jobs/6099183004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)