Workforce Analyst

TL;DR

Workforce Analyst (WFM): Creating, maintaining, and improving schedules and forecasts to achieve service-level goals and optimize customer success operations with an accent on data-driven planning and scenario modeling. Focus on building forecasting models incorporating historical data, customer trends, seasonality, and crypto market factors while collaborating with leadership for flexible, future-ready plans.

Location: Cape Town with remote but reachable work policy (freedom to choose between working from home or the office)

Company

hirify.global is the crypto investment app enabling secure buying, storing, and exploring of cryptocurrencies, operating in over 40 countries with a focus on compliance and customer support.

What you will do

• Serve as subject-matter expert on workforce optimisation and capacity planning to ensure service level targets are met.
• Build and maintain forecasting models accounting for historical data, trends, seasonality, and crypto market activity.
• Develop scenario-based plans for surges, downtime, or events, and improve scheduling software and tools.
• Conduct data analysis for coverage, productivity, and efficiency; monitor intraday performance and provide recommendations.
• Collaborate with Customer Success leadership to review and adjust schedules based on feedback and trends.
• Report on key metrics like Service Level, Forecast Accuracy, AHT, Shrinkage, Coverage, and CPH.

Requirements

• 2+ years Workforce Management experience, preferably in multi-region or high-growth environment.
• Strong analytical background to translate complex data into actionable insights.
• Experience with forecasting and scheduling tools, proficiency in Google Sheets, Excel, or BI tools (e.g. Looker).
• Ability to plan operational scenarios and model business or market impacts.
• Collaborative mindset, detail-oriented, proactive problem-solving, time management, and communication skills.
• Adaptable to change and resilient under pressure.

Culture & Benefits

• Forward-thinking team valuing diversity, hard work, and excellence.
• Remote but reachable policy for flexibility between home and office.
• Excellent private medical insurance, Learnably learning platforms, generous maternity/paternity/paw-ternity leave.
• Annual Inspiration Day, regular social events, free Headspace access.
• 0 fees on hirify.global Instant Buy from day one.