Senior Workforce Management Analyst

Please Note: This is a remote position available in the state listed on this job. Additionally, employment with BambooHR is contingent on passing both a background and credit check. 

Essential Job Duties

As a Senior Workforce Management Analyst, you’ll drive workforce strategy and optimization to support over 300 frontline agents in delivering exceptional customer experiences. You’ll take ownership of workforce planning and build tools and processes to meet BambooHR’s high standards.

You will:

• Build and maintain accurate long-term and short-term forecasts using advanced workforce management tools and Excel models.
• Develop interval plans and schedules to meet service level agreements, making real-time adjustments as needed.
• Analyze data to identify trends, provide actionable insights, and refine strategies.
• Implement and optimize skills-based routing to enhance efficiency and customer satisfaction.
• Model and plan for both online (phone, chat, text) and offline (email) channels to ensure seamless service delivery.
• Collaborate with finance, customer experience leaders, and technology teams to align workforce strategies with business goals.
• Manage workforce planning for in-house and outsourced teams, ensuring smooth operations across all models.

What You Need to Get the Job Done

• Proven experience building workforce management solutions from the ground up, demonstrating innovation and ownership.
• Advanced skills in analytics, modeling, and data mining to inform strategic decisions.
• Exceptional communication and collaboration skills, with a track record of successful remote partnerships.
• Experience managing change with positive outcomes, using data-driven insights to guide transitions.
• Expertise in skills-based routing and channel management.
• Bachelor’s degree in Finance, Statistics, Math, Operations Management, or a related discipline (or equivalent experience).

What Will Make Us REALLY Love You

• Experience in a fast-paced, scaling startup environment.
• Knowledge of industry best practices and emerging workforce management trends.

What You'll Love About Us

• Great Company Culture. We’ve been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor,  & Comparably for our great workplace culture.
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits. Medical with HSA and FSA options, dental, and vision.
• Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• Financial Peace University. We pay for a one year subscription and you walk away with financial savvy and a bonus.
• Give back.  Get paid to give your time to the community: ask us about this!
• Educational Benefits. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses.
• Amazing Office Amenities. We’ve got incredible benefits at our Draper headquarters including a full size gym, pickleball courts, a great office cafe, and free fountain drinks! Ask us more about our office!
• In-Person Onboarding! All new hires get to experience our in-person onboarding class, Bamboo Beginnings, at our Draper, UT headquarters! Ask us more about Bamboo Beginnings!
• Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location.