Booksy

Workforce Management Analyst

Booksy

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

SQL

About the role

  • Your primary focus will be on ensuring our Customer Success operations are running smoothly, efficiently, and with foresight. You'll:
  • - **Lead real-time monitoring and intraday management**, partnering with team leads to align staffing to demand, shrinkage, and service-level goals.
  • - **Define and monitor key performance indicators (KPIs)**, ensuring we consistently meet our SLAs and quality standards.
  • - **Leverage data to identify and flag operational risks**, gaps, or opportunities for process innovation and optimization.
  • - **Enable data-driven decisions** by analyzing results from A/B tests and recommending next steps for new initiatives (like AI or automation).
  • - **Act as a trusted advisor to CS leadership**, helping them interpret performance data and translating insights into concrete, strategic action plans.

Requirements

  • To ensure you succeed in this high-impact role, you're going to need:
  • - **Provable, deep expertise** in Customer Service KPIs, quality management, and multi-channel operations (voice, chat, email, social).
  • - **Demonstrable, repeated experience and success** in analyzing CRM data, such as Salesforce, Intercom, Zendesk, or Genesys.
  • - **A strong, analytical mindset** and comfort in working with performance dashboards to enable data-driven decisions.
  • - **Proficiency in Excel/Google Sheets** or a BI tool (e.g., PowerBI) for complex data analysis.
  • - **Excellent organizational skills** and the ability to proactively manage multiple priorities and tight deadlines.
  • - **Preferably some knowledge of SQL** in order to run efficient data queries.
Benefits
  • The Booksy benefits we offer are:
  • - Remote work.
  • - Comprehensive health, dental, and vision coverage.
  • - Company paid STD, and $25,000 Basic Life.
  • - Voluntary LTD.
  • - 401k - 50% match up to 6% of contributions paid annually/ 3-year vesting period.
  • - PTO:
  • - Exempt employees: unlimited with manager approval.
  • - Non-exempt employees: 160 hours/year (does not roll over).
  • - Parental Leave - 12 weeks of paid leave.
  • - EAP (Employee Assistance Program).
  • - Voluntary Pet Insurance through Fetch.
  • - Booksy benefit $50 per month to use on services in our app.
  • - Discounts via Perkspot.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Service KPIsquality managementmulti-channel operationsCRM data analysisExcelGoogle SheetsPowerBISQLdata analysisA/B testing
Soft skills
analytical mindsetorganizational skillsproactive managementability to manage multiple prioritiesability to meet tight deadlinescommunication skillsstrategic thinkingleadershipcollaborationproblem-solving