[Hiring] Workforce Management Analyst @Booksy

Role Description

Your career as a Workforce Management Analyst at Booksy will give you the opportunity to support the end-to-end workforce planning cycle for our global Customer Success (CS) organization. You’ll leverage your analytical curiosity to monitor real-time performance and translate complex operational data into actionable insights that enhance efficiency and the overall customer experience.

Working closely with the CS WFM Manager, you'll be a trusted advisor to global and regional CS leaders across different markets. This role combines the science of precision planning with the art of data storytelling, giving you the autonomy to directly influence how our global team delivers exceptional support.

If you thrive on creating clarity in a dynamic, rapidly changing global scale-up, you'll find great opportunities to grow your career here.

• Own the forecasting cycle: Manage short-, mid-, and long-term volume and workload forecasts across all CS channels, including chat, email, and phone.
• Optimize resources: Build agent schedules that meet forecasted demand while balancing operational coverage, cost-efficiency, and the agent experience.
• Create operational clarity: Develop policies and clear guidelines to ensure all teams understand how and why coverage is planned.
• Surface real-time insights: Build RTM and intraday dashboards to partner with Team Leads, providing clear, data-driven guidance and recommended actions.
• Build reliable sources of truth: Replace fragmented spreadsheets with simple, scalable, and structured reporting.
• Solve complex operational puzzles: Analyze SLA performance, capacity imbalances, and cross-market support opportunities to drive better prioritization and workflow design.

Qualifications

• Availability to work Monday-Friday 3:00pm-11:00pm or 4:00pm-12:00am CET (to align with the CT time zone).
• Provable, deep expertise and experience in WFM planning, specifically in reporting, scheduling, or advanced data analytics.
• A strong analytical mindset with the ability to structure complex problems and work with performance dashboards to enable data-driven decisions.
• Deep knowledge of Customer Service KPIs and multi-channel operations, including voice, chat, email, and social media.
• Demonstrated proficiency in Excel, Google Sheets, or BI tools like PowerBI for complex data analysis.
• Adaptability and grit: Tech-savvy and able to quickly master new tools and technologies in a fast-paced environment.
• Excellent communication skills: Ability to act as a trusted advisor to leadership, translating complex data into concrete strategic action plans.
• Technical "Plus": Knowledge of SQL, Python, or experience analyzing CRM data like Salesforce or Zendesk is a strong advantage.

Benefits

• Proudly distributed across the globe, with each market being remote-first. Depending on which market you're joining, you might have office access or be fully remote.
• Additional benefits that might differ depending on the location. You shall be provided with the benefits details during or after your first conversation with one of our TA Specialists.

Company Description

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritizing your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.