Sr. Business Analyst, Workforce Planning (Starlink)

Responsibilities

• Develop staffing models that translate highly variable demand inputs into flexible and efficient staffing plans
• Partner with the Customer Success engineering team to develop workforce planning tools and applications for our in-house customer support software
• Develop forecast, staffing models, and queuing strategies that help us meet our ambitious customer support service levels goal
• Partner with cross-functional engineering and growth teams to forecast short and long term customer demand for support
• Oversee the creation and management of dashboards that track key performance indicators (KPIs), including productivity, response times, queue levels, and staffing levels
• Provide actionable insights and recommendations for operational efficiency improvements based on data trends and deep knowledge of frontline support operations
• Collaborate with internal recruiting and BPOs to align staffing and performance strategy for a global support operation
• Foster a culture of data-driven excellence within the customer support organization

BASIC QUALIFICATIONS

• Bachelor's degree in business, supply chain management, information systems, computer science, engineering, or economics; OR 5+ years of professional experience in workforce management or capacity planning
• 3+ years of experience in workforce planning within a technical customer support and/or customer success organization

PREFERRED SKILLS AND EXPERIENCE

• Deep experience with SQL and creating/managing dashboards using data visualization tools (e.g. Tableau, Power BI, Looker)
• Expert proficiency in Microsoft Excel: Advanced mastery of formulas, pivot tables, VBA/macros for automation, data visualization, and statistical modeling (e.g., Erlang C forecasting, shrinkage analysis) to drive accurate workforce planning and reporting
• Exceptional data analysis skills
• Strong project management and self-directed prioritization skills
• Experience forecasting and capacity planning for a globally distributed team (with both FTE and BPO headcount)
• Ability to develop and maintain strong relationships across disciplines and with multiple levels of management
• Exceptional ability to communicate technical concepts to non-technical audiences at all organizational levels
• Experience managing a third-party (BPO) vendor that provides customer support services
• Strong programming/software fundamentals, including SQL and Python
• Experience routinely presenting to and steering executive-level audiences and strategic direction