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). This role is the trigger layer.
Closure 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.
Manage short-notice staffing solutions. Identify gaps early, source OT or flex coverage, and ensure zero surprise understaffing events.
Requirements
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
4+ years of relevant experience in WFM.
Skills
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.
We're passionate about building the best user experience, and all employees are expected to use Whatnot as both a buyer and a seller as part of their job (our dogfooding budget makes this fun and easy!).
Parental Leave
Equal Opportunity Employer