Senior Service Workforce Analytics & Forecasting - Equity

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

Job summary

Supermicro is seeking a Service Workforce Management Analyst to support global Service Operations by forecasting workload, analyzing staffing requirements, and improving coverage against SLA targets. This role can be based in CA, NV, UT, AZ or TX and requires collaboration with regional teams and leadership.

Role emphasizes developing workforce plans, dashboards, and performance metrics, with strong Excel, data analysis skills, and experience with Salesforce Service Cloud.

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

Power BI

Salesforce Service Cloud

Education

Bachelor’s degree or equivalent

Tools

Salesforce Service Cloud

Workforce management software

Job description

Supermicro is seeking a Service Workforce Management Analyst to support global Service Operations by forecasting workload, analyzing staffing requirements, and improving coverage against SLA targets. This role can be based in CA, NV, UT, AZ or TX and requires collaboration with regional teams and leadership.

Role emphasizes developing workforce plans, dashboards, and performance metrics, with strong Excel, data analysis skills, and experience with Salesforce Service Cloud.