Senior Service Workforce Management Analyst

Jobtailor; Arizona; On-site; USD 90,000 - 125,000; Full time

Job summary

Jobtailor is seeking a senior workforce planning and analytics professional to drive forecasting and staffing decisions across Service Operations. You will model capacity, analyze utilization, and track SLA performance to optimize staffing levels.

You will build dashboards and reports, collaborate with regional teams, and help implement tools to improve forecasting accuracy and operational efficiency.

Qualifications

• Bachelor’s degree or equivalent relevant experience.
• 7+ years in workforce management, capacity planning, analytics, or related fields.
• Experience with forecasting, scheduling, staffing models, and operational reporting.

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 data to support forecasting and analysis.
• Identify opportunities for automation and continuous process improvement.

Skills

Workload Forecasting

Capacity Planning

Forecasting

Data Analysis

Analytical Thinking

communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce Service Cloud

Power BI

Excel

Job description

• 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

Requirements

• 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
• Role can be based in California, Nevada, Utah, Arizona, or Texas

Core Competencies

Demonstrates expertise in workforce management, capacity planning, and operational analytics, with a strong focus on forecasting, staffing models, and performance metrics. Proficient in utilizing Salesforce Service Cloud and Power BI for data analysis and reporting.

Highest-signal resume keywords

• Workforce Management
• Capacity Planning
• Forecasting
• Salesforce Service Cloud
• Data Analysis

Hard Skills

• Workload Forecasting
• Staffing Models
• Operational Reporting
• Excel
• Power BI
• Productivity Analysis
• Utilization Analysis
• SLA Performance Analysis
• Process Improvement
• Automation

Soft Skills

• Analytical Skills
• Communication Skills
• Problem-Solving Skills

Industry Keywords

• Service Operations
• Workforce Planning
• Capacity Models
• Performance Metrics
• Continuous Improvement

Tools & Technologies

• Salesforce Service Cloud
• Power BI