Workforce Management Analyst

Your career as a Workforce Management Analyst at Booksy will give you the opportunity to own the real-time 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 not only monitor real-time performance but also translate complex operational data into actionable, high-impact 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 is a unique chance to combine 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.

How you'll make an impact:

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

Requirements:
To ensure you succeed in this role, you're going to need:

• 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: You are tech-savvy and able to quickly master new tools and technologies in a fast-paced environment.
• Excellent communication skills: You can 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 advantages.

Benefits:
Some of benefits we offer are:

• We're 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 - either works. All we ask is that you're based in the country/region this role is advertised in.
• 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.

A bit about Booksy:

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 prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.

Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at [email protected], so we can best support you.

How AI helps us find great people

Think of our AI tool as a really smart assistant for our recruitment team. Its job? To help us move faster, stay consistent, and make sure no great candidates are overlooked.Every application goes through the same AI review to help us spot skills that match the role - but don’t worry, AI never makes the decisions. Real people do. Our recruiters and hiring managers handle every final call. And we regularly review how the tool is used to keep things fair, ethical, and compliant with data protection laws. Curious about how it works? You can always ask how AI was used in your application - it won’t affect your chances in any way. If you have questions, just drop us a note - we’re happy to explain more.