Real-Time Workforce & Scheduling Strategist

Human Interest; United States; Remote; USD 70,000 - 85,000; Full time

Benefits offered by this job

401(k) matching

Health, dental, and vision insurance

Parental leave

Wealth tools & equity education

Mental health support

Fertility benefits

Student loan resources

Work-from-home stipend

Team offsites

Job summary

Human Interest is seeking an Intraday Workforce Analyst to support Customer Success with real-time staffing, forecasts, and performance improvements. You will optimize schedules, monitor queues, and provide actionable insights to leadership across all teams.

The role focuses on ensuring SLA attainment, analyzing volumes, and coordinating shift bidding while collaborating with workforce planning and customer-facing teams.

Qualifications

• 1–3 years of experience in a workforce management role.
• Exceptional accuracy and attention to detail.
• Advanced data skills and strong analytical abilities.
• Clear and concise communication.
• Understanding of forecasting and capacity planning concepts.
• Ability to thrive in a fast-paced, metrics-driven environment.
• Experience using workforce management software.
• Strong relationship-building skills.

Responsibilities

• Create daily, weekly, and monthly forecasts of expected workload volumes.
• Review overtime needs and staffing risks, communicating with leadership to meet SLAs.
• Complete Customer Support weekly schedules including coverage and training shifts.
• Support schedule adjustments and communicate trends to leadership.
• Perform trend analysis on volumes and propose data-driven recommendations.
• Ensure teams are staffed to meet demand and priorities.
• Monitor queues to minimize wait times and delegate work effectively.
• Coordinate cross-team contingency staffing for optimal coverage.
• Align shift schedules with volume by day-part and adjust as needed.
• Develop and maintain dashboards for leadership on performance and bottlenecks.
• Drive SLA attainment to meet company objectives.
• Organize and execute shift bidding.

Skills

1–3 years WFM experience

Attention to detail

Advanced data skills

Analytical thinking

Clear communication

Forecasting & capacity planning

Fast-paced / metrics-driven

Experience using workforce management

Relationship building

Tools

Salesforce

SQL

Erlang C concepts

Job description

Human Interest is seeking an Intraday Workforce Analyst to support Customer Success with real-time staffing, forecasts, and performance improvements. You will optimize schedules, monitor queues, and provide actionable insights to leadership across all teams.

The role focuses on ensuring SLA attainment, analyzing volumes, and coordinating shift bidding while collaborating with workforce planning and customer-facing teams.