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Workforce Management Analyst at Booksy. Your career as a . Workforce Management Analyst. at Booksy will give you the opportunity to own the real-time Your career as a Workforce Management Analyst at Booksy will give you the opportunity to support the end-to-end workforce planning cycle for our global Customer Success (CS) organization. You’ll leverage your analytical curiosity to not only monitor real-time performance but also translate complex operational data into actionable, high-impact insights that enhance efficiency and the overall customer experience.. Working closely with the CS WFM Manager, you'll be a trusted advisor to global and regional CS leaders across different markets. This role is a unique chance to combine the science of precision planning with the art of data storytelling, giving you the autonomy to directly influence how our global team delivers exceptional support. If you thrive on creating clarity in a dynamic, rapidly changing global scale-up, you'll find great opportunities to grow your career here. . How you'll make an impact:. Own the forecasting cycle:. You will manage short-, mid-, and long-term volume and workload forecasts across all CS channels, including chat, email, and phone.. Optimize resources:. You'll build agent schedules that meet forecasted demand while balancing operational coverage, cost-efficiency, and the agent experience.. Create operational clarity:. You will develop policies and clear guidelines to ensure all teams understand how and why coverage is planned.. Surface real-time insights:. You'll build RTM and intraday dashboards to partner with Team Leads, providing clear, data-driven guidance and recommended actions.. Build reliable sources of truth:. You will replace fragmented spreadsheets with simple, scalable, and structured reporting.. Solve complex operational puzzles:. You'll analyze SLA performance, capacity imbalances, and cross-market support opportunities to drive better prioritization and workflow design.. To ensure you succeed in this role, you're going to need:. Availability to work . Monday-Friday 3:00pm-11:00pm or 4:00pm-12:00am CET. (to align with the CT time zone).. Provable, deep expertise and experience in. WFM planning, specifically in reporting, scheduling, or advanced data analytics.. A strong analytical mindset. with the ability to structure complex problems and work with performance dashboards to enable data-driven decisions.. Deep knowledge of Customer Service KPIs. and multi-channel operations, including voice, chat, email, and social media.. Demonstrated proficiency. in Excel, Google Sheets, or BI tools like PowerBI for complex data analysis.. Adaptability and grit:. You are tech-savvy and able to quickly master new tools and technologies in a fast-paced environment.. Excellent communication skills:. You can act as a trusted advisor to leadership, translating complex data into concrete strategic action plans.. Technical "Plus":. Knowledge of SQL, Python, or experience analyzing CRM data like Salesforce or Zendesk is a strong advantages.. Company Location: Spain.