Sr WFM Analyst

Position: Sr. WFM Analyst
Reports To: Manager, Revenue Operations
Location: Remote (India)
Schedule: 2pm-11pm IST

About Us
HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals. HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.
Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact
Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Learn more about us on our YouTube Channel or Blog Posts

Who You Are:
You are a highly skilled and analytical Workforce Management (WFM) professional who thrives on driving efficiency and operational excellence. With a strong grasp of WFM systems and best practices, you bring strategic insight into forecasting demand, optimizing staffing models, and implementing data-driven solutions. You are passionate about enabling high-performing, customer-facing teams to succeed, and take pride in using data to enhance productivity and streamline processes. Your ability to translate complex data into actionable strategies makes you a key partner in scaling workforce operations effectively.

What You’ll Be Doing:
WFM Systems Management: Maintain and optimize the workforce management platform, ensuring accurate data capture, reporting, and system reliability.
Forecasting and Planning: Develop and refine forecasting models to predict workload demand across all customer-facing teams, including customer support, sales, and success teams.
Staffing Optimization: Design and implement staffing schedules and capacity plans to align resources with forecasted demand, minimizing downtime and maximizing service levels.
Efficiency Improvement: Collaborate with team leads to identify process inefficiencies and implement solutions that enhance productivity and customer satisfaction.
Real-Time Monitoring: Oversee intraday workforce operations, adjusting schedules as needed to meet changing business needs.
Reporting and Insights: Provide actionable insights through dashboards and reports on key WFM metrics, such as adherence, utilization, and service level achievement.
Cross-Functional Collaboration: Partner with stakeholders from operations, HR, and leadership to ensure alignment on workforce strategies and priorities.
Training and Documentation: Develop training materials and standard operating procedures for WFM tools and processes to ensure consistency and knowledge sharing.

What You’ll Bring:
3-5+ years of experience in workforce management, preferably in a customer-facing environment.
Experience with WFM tools such as Assembled, Calabrio, NICE, Verint, or similar platforms.
Strong analytical skills with expertise in Excel, SQL, or other data analysis tools.
Excellent communication skills, with the ability to present complex data in a clear and actionable manner.
Experience in forecasting, capacity planning, and performance monitoring.
Knowledge of customer service operations and best practices is a plus.
Proven ability to manage multiple priorities in a fast-paced environment.
Experience/Education/Certifications Required:
Experience working in a cloud software or technology company.
Familiarity with predictive analytics and machine learning for demand forecasting.
Process improvement certifications (e.g., Lean Six Sigma).

Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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