Senior Analyst, Workforce Management

Responsibilities

• Analyze historical support volume trends to develop short-, medium-, and long-term forecasts
• Create and maintain staffing plans and schedules to balance service levels and efficiency
• Partner with Operations, Vendor Management, and Product teams to incorporate business drivers into workforce plans
• Monitor key workforce metrics including utilization, shrinkage, adherence, and forecast accuracy
• Build and maintain dashboards and reporting tools using Looker
• Conduct ad hoc analyses for capacity assessments, overtime planning, and performance heatmaps
• Collaborate with cross-functional teams to align workforce strategies with business priorities
• Ensure data accuracy and integrity across workforce management systems

Requirements

• Bachelor's degree in Business, Finance, Operations, Analytics, or a related field
• 3–5 years of workforce management or workforce analytics experience
• Strong understanding of forecasting methodologies and capacity planning
• Advanced proficiency in Excel or Google Sheets
• Experience with business intelligence tools such as Power BI, Tableau, or Looker
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience with WFM platforms like NICE IEX, Verint, Calabrio, or Aspect
• Working knowledge of SQL
• Experience partnering with outsourced vendors or BPO operations
• Project management experience in a fast-paced environment
• Lean Six Sigma certification

About the Company

Poshmark is the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. Powered by a vibrant community of 165 million members, Poshmark brings real people and taste to shopping through a social experience.