Workforce Management Analyst (Product Support)

TL;DR

Workforce Management Analyst (Product Support): Managing workforce capacity models and operational planning for BPO and internal teams with an accent on data-driven recommendations and vendor performance. Focus on building SQL reports, optimizing SLAs/AHT, and modeling capacity tradeoffs for product launches.

Location: Must be based in the United States (Remote or Hybrid in San Francisco, CA or New York, NY)

Salary: $115,000 - $202,000 USD

Company

Figma is a collaborative design platform that empowers teams to brainstorm, prototype, and iterate with AI to make design accessible to all.

What you will do

• Maintain and run workforce capacity models for BPO and internal FTE teams to ensure operational readiness.
• Develop SQL queries and reports to analyze volume trends, agent productivity, and vendor performance.
• Manage the operational relationship with BPO partners, tracking metrics and leading business reviews.
• Collaborate with leadership to model capacity needs for events and new product launches.
• Diagnose and resolve inefficiencies to improve SLA and AHT attainment across support teams.

Requirements

• 2+ years of experience in workforce management, capacity planning, or vendor operations within customer support.
• Strong understanding of support operations, forecasting, and operational best practices.
• Advanced analytical skills with proficiency in SQL and data visualization tools like Looker or Hex.
• Must be based in the United States.
• Proven ability to manage stakeholders and present data-driven insights to technical and non-technical audiences.

Nice to have

• Experience with Assembled WFM software.
• Ability to develop workforce capacity models and forecasting methodologies from scratch.
• Knowledge of AI applications in support and their impact on capacity planning.
• Experience working in high-growth tech environments.

Culture & Benefits

• Comprehensive health, dental, and vision insurance with retirement company contributions.
• Equity options and an annual bonus plan for eligible roles.
• Generous PTO, company recharge days, and parental leave.
• Dedicated stipends for learning & development and work-from-home setups.
• Mental health and wellness benefits.