Planning Analyst, Workforce Management

Role

We are looking for a Planning Analyst to partner closely with our operations and agent teams. You will be workforce management’s daily interface with the people who run the floor. You will be a trusted operational advisor who works at the Senior Manager, Team Lead, and agent level. You’ll adapt to real-world conditions and act as a trusted operational advisor to the people who manage agents day to day.

Responsibilities

• Own the -90 days +90 days.
• Translate capacity plans into actionable daily and weekly schedules that reflect real demand patterns, agent availability, and floor dynamics.
• Monitor intraday queue performance. Surface breaches before they become SLA misses. Escalate with context, not just alerts.
• Be the trusted advisor to the people managing agents. Help them understand what the schedule means, what the tradeoffs are, and what to do when reality diverges from plan.
• Track agent-level productivity, adherence, and quality trends. This is the data that feeds L&D (who needs training) and QA (when to push initiatives).
• Close the gap between the plan and reality. Surfacing what the long-range model can't see.
• Identify the gap between the plan and reality. You surface what the long-range model can't see.
• Manage short-term scheduling, flag gaps, track actuals vs. scheduled, feed into the SSOT.
• Source short-notice staffing solutions. Identify gaps early, source OT or flex coverage, and ensure zero surprise understaffing events.

Requirements

• 4+ years of relevant experience in WFM.
• Strong communication and ability to translate operational nuance into clear guidance.
• Data analysis skills, turning data insights into action, and highly proficient in SQL.
• Familiarity with intraday queue management, schedule adherence tracking, and workforce management tools.
• Experience in a fast-paced environment, preferably a startup.

Qualifications

• Comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building.
• Care more about outcomes than credit and stay close to the product and the people using it.

Benefits

• Generous Holiday and Time off Policy
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support
• Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits
• Monthly allowance for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retail; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app
• All Whatnauts are expected to develop a deep understanding of our product.
• Compensation Range: $100K - $115K