Planning Analyst, Workforce Management (Ecommerce)

TL;DR

Planning Analyst, Workforce Management (WFM): Designing and managing short-term schedules and real-time queue performance for operations and agent teams with an accent on capacity planning and intraday analysis. Focus on bridging the gap between long-range models and real-world floor dynamics to ensure SLA compliance.

Location: Must live within commuting distance of the Phoenix, AZ hub (Hybrid)

Salary: $100k – $115k + Equity

Company

hirify.global is the largest livestream shopping platform in North America and Europe, enabling users to buy, sell, and discover items across hundreds of categories.

What you will do

• Own short-term scheduling (-90 to +90 days), translating capacity plans into actionable daily and weekly schedules.
• Perform real-time analysis (RTA) to monitor intraday queue performance and prevent SLA misses.
• Act as a trusted operational advisor to Team Leads and Senior Managers regarding scheduling tradeoffs and floor dynamics.
• Generate performance signals by tracking agent productivity, adherence, and quality trends to inform L&D and QA initiatives.
• Provide ground-truth feedback to Capacity Planners to refine long-range models based on actual floor conditions.
• Manage daily rosters and source short-notice staffing solutions, including overtime or flex coverage.

Requirements

• 4+ years of relevant experience in Workforce Management (WFM).
• Must live within commuting distance of the Phoenix, AZ hub.
• High proficiency in SQL and data analysis skills to turn insights into action.
• Experience with intraday queue management and schedule adherence tracking.
• Strong communication skills for translating operational nuance into clear guidance.
• Experience in fast-paced environments, preferably within a startup.

Culture & Benefits

• Hybrid work flexibility with options to work from home or the office hub.
• Comprehensive health insurance (Medical, Dental, Vision) and 401k with employer match up to 4%.
• Generous holiday and time-off policies, including 16 weeks of paid parental leave.
• Allowances for home office setup, monthly cell phone, internet, and wellness.
• Annual childcare allowance and lifetime benefits for family planning (adoption/fertility).
• Monthly budget for "dogfooding" the app to ensure a deep understanding of the user experience.