Workforce Engagement Management (WEM) Ops Analyst

TL;DR

Workforce Engagement Management (WEM) Ops Analyst (Business Analytics): Coordinating WEM activities and managing resource allocation for professional services with an accent on process optimization and stakeholder communication. Focus on improving resource visibility, managing timelines, and implementing a story-driven approach to consulting services.

Location: Must reside in the United States. Fully remote for those outside a 50-mile radius of San Ramon; Hybrid (3 days a week in office) for those within 50 miles of San Ramon, CA.

Salary: $82,300 - $228,800 USD

Company

hirify.global is a leading provider of cloud contact center software, delivering cloud innovation to customers worldwide.

What you will do

• Maintain and update internal systems including Monday.com and associated process documentation.
• Coordinate with PM and AM teams to ensure efficient assignment and management of training and consulting resources.
• Improve visibility of resource availability and optimize processes for cancellation and reallocation.
• Support the Training Audit and WFO customer escalation processes.
• Introduce a story-driven approach across consulting services to improve delivery.

Requirements

• Must be based in the United States.
• 1+ year of experience in process design.
• Strong writing, presentation, and communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• High attention to detail and a professional attitude.

Nice to have

• PMP or PRINCE2 certification.
• Experience with Monday.com, Looker, or PSA for project tracking.
• Prior experience in a Contact Center environment.
• Experience managing small projects or initiatives and financial tracking.

Culture & Benefits

• 100% company-paid health, dental, and vision coverage for employees.
• 401k saving plan with employer matching.
• Generous employee stock purchase plan (ESPP) and annual performance bonuses.
• 12 weeks of paid parental leave, paid holidays, and paid volunteer hours.
• Access to a personalized mental health support platform.