Workforce Management Analyst

About the role

The Workforce Management Analyst will help keep Figma’s support operations running smoothly. They will maintain and run workforce capacity models, manage vendor performance, and provide data-driven recommendations to support leaders.

Responsibilities

• Maintain and run workforce capacity models day to day
• Build and run reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance
• Support the operational management of the BPO partner relationship
• Partner with Product Support leadership on short-term capacity needs
• Help diagnose inefficiencies and improve key metrics such as SLA and AHT
• Extend workforce management practices to additional teams within Product Support

Requirements

• 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles
• Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices
• Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives
• Advanced analytical skills with the ability to identify trends, generate insights, and make data-driven recommendations using SQL and data visualization tools such as Hex or Looker
• Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences

Qualifications

• Experience with WFM software (we use Assembled)
• Experience developing workforce capacity models and forecasting methodologies from scratch
• Familiarity with AI applications in support and their impact on capacity planning

Skills

• SQL
• Data visualization tools (Hex or Looker)

Benefits

At Figma, we offer a competitive package of benefits including:

• Health, dental & vision insurance
• Roth and Traditional 401(k) plans with company contributions
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous paid time off
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement

Pay

Annual Base Salary Range: $115,000 - $202,000 USD

Schedule

This is a full-time role that can be held from one of our US hubs or remotely in the United States.