Senior Workforce Management Analyst

Senior Workforce Management Analyst

As Senior Workforce Management Analyst, you will be instrumental in optimizing workforce performance and driving operational excellence across GetYourGuide's global care ecosystem. Your responsibilities include:

Workforce Planning & Forecasting

• Deliver accurate long‑term, medium‑term, and short‑term workforce planning and forecasting across customer care operations
• Support budget planning processes with data‑driven capacity models and cost projections
• Contribute to the design and implementation of a new, flexible workforce management setup that scales with business growth

Analytics & AI‑Driven Insights

• Leverage AI and analytics to enhance forecasting accuracy and optimize staffing efficiency
• Develop and maintain workforce models, dashboards, and reporting frameworks that drive informed decision‑making
• Identify trends, inefficiencies, and opportunities to improve operational performance

Collaboration & Stakeholder Support

• Partner with care operations teams, BPO partners, and cross‑functional stakeholders to ensure optimal resource allocation
• Provide analytical support for capacity planning, scheduling, and SLA adherence
• Contribute to the continuous evolution of WFM processes, tools, and best practices

Qualifications

• 5+ years in workforce management, ideally in scale‑up or high‑growth environments
• Deep understanding of forecasting methodologies and proven ability to build accurate capacity models
• Expert‑level Google Sheets/Excel skills – advanced formulas, data modeling, and extracting insights from large datasets
• Experience leveraging AI and automation to enhance forecasting accuracy and optimize workforce planning
• Excellent stakeholder management & communication skills – translating complex data into clear narratives and driving alignment
• Ability to integrate multiple data sources to develop comprehensive forecasts and budget models
• Customer‑centric mindset – making resourcing decisions that balance customer needs with operational efficiency
• Agile and adaptable – thriving in dynamic environments with outside‑the‑box thinking and rapid response to change
• Practical, solution‑oriented approach with a focus on driving measurable impact

Additional Skills That Give You an Edge

• Experience with SQL for data extraction and analysis
• Python proficiency for advanced analytics, automation, and forecasting models
• Track record of implementing or contributing to WFM solutions (e.g., system migrations, new platform rollouts)
• Experience with LLM APIs (OpenAI, Gemini, Anthropic) for AI‑driven automation and insights
• Familiarity with contact center technologies and workforce management platforms
• Background in building or optimizing flexible workforce models (hybrid, BPO, gig economy)

Benefits

• Annual personal growth budget and mentorship program for continuous learning and development
• Work from anywhere in the world for 30 days per year
• Hybrid working approach with three days of in‑office collaboration (Mon, Tue, Thu) and two days of optional at‑home focus time
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company‑wide events
• Monthly transportation and fitness budget
• Discounts on GetYourGuide activities for you, your friends, and family
• Language reimbursement program
• Health and wellness benefits

We are an equal opportunities employer. Our commitment is that every qualified person will be evaluated according to their skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with your application.