Senior Service Operations & Workforce Analytics Lead

Supermicro; Wayne (CA); On-site; USD 140,000 - 160,000; Full time

Job summary

Supermicro is seeking a Service Workforce Management Analyst to forecast workload, analyze staffing requirements, and optimize workforce utilization across global service teams. This role focuses on forecasting, capacity planning, and leveraging data to improve coverage and SLA adherence.

Location options include CA, NV, UT, AZ, and TX. Responsibilities include developing dashboards, analyzing metrics, and partnering with regional teams to implement workforce improvements.

Qualifications

• Bachelor's degree or equivalent relevant experience.
• 7+ years of workforce management, capacity planning, operations analytics, or related experience.
• Experience with forecasting, scheduling, staffing models, and operational reporting.
• Strong Excel and data-analysis skills; Power BI or similar reporting experience preferred.
• Salesforce Service Cloud experience preferred.
• Strong analytical, communication, and problem-solving skills.

Responsibilities

• Develop workload forecasts and staffing/capacity models for Service Operations.
• Analyze case volume, workload, staffing, productivity, utilization, and SLA performance.
• Identify coverage gaps and recommend staffing or scheduling adjustments.
• Develop dashboards, reports, and workforce performance metrics.
• Partner with Service Operations leadership, QA, PMO, and regional teams on workforce planning.
• Support implementation and optimization of workforce management processes and tools.
• Use Salesforce Service Cloud and related operational data to support forecasting and analysis.
• Identify opportunities for automation and continuous process improvement.

Skills

Excel

Data analysis

Forecasting

Analytical thinking

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Power BI

Salesforce Service Cloud

Job description

Supermicro is seeking a Service Workforce Management Analyst to forecast workload, analyze staffing requirements, and optimize workforce utilization across global service teams. This role focuses on forecasting, capacity planning, and leveraging data to improve coverage and SLA adherence.

Location options include CA, NV, UT, AZ, and TX. Responsibilities include developing dashboards, analyzing metrics, and partnering with regional teams to implement workforce improvements.