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 leadership.
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
- Surfacing clear, data-informed recommendations with minimal oversight
- Support the operational management of the BPO partner relationship
- Partner with Product Support leadership on short-term capacity needs
- Diagnose inefficiencies and improve attainment on key metrics such as SLA and AHT
Requirements
- 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations
- 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 (Python experience a plus)
- 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
- Experience working in a high-growth tech environment
Skills
- SQL
- Data visualization tools (Hex or Looker)
- Python (a plus)
Benefits
Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement.
Pay
The annual base salary range for this role is $115,000—$202,000 USD. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.
Schedule
This is a full-time role that can be held from one of Figma’s US hubs or remotely in the United States.