Senior Service Workforce & Forecasting Strategist

Super Micro Computer Spain, S.L.; San Jose (CA); On-site; USD 140,000 - 160,000; Full time

Job summary

Super Micro Computer is seeking a Service Workforce Management Analyst to forecast workload, analyze staffing requirements, and monitor capacity across global service teams. The role emphasizes using data and workforce management tools to improve coverage against service demand and SLA targets.

Based in or can be located in CA, NV, UT, AZ, or TX, the position offers a path to influence operations across regions and contribute to dashboards, automation, and continuous process 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

Forecasting workload

Scheduling

Staffing models

Operational reporting

Excel

Data analysis

Communication

Problem solving

Education

Bachelor’s degree or equivalent

Tools

Power BI

Salesforce Service Cloud

Job description

Super Micro Computer is seeking a Service Workforce Management Analyst to forecast workload, analyze staffing requirements, and monitor capacity across global service teams. The role emphasizes using data and workforce management tools to improve coverage against service demand and SLA targets.

Based in or can be located in CA, NV, UT, AZ, or TX, the position offers a path to influence operations across regions and contribute to dashboards, automation, and continuous process improvements.