Intraday Workforce Analyst

Human Interest

Intraday Workforce Analyst at Human Interest managing Customer Success teams' real-time staffing and operational efficiency. Driving performance metrics and providing actionable insights for workforce management.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $70,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management, including forecasting, capacity planning, and data analysis to optimize staffing and meet customer demand. Proficient in using workforce management software and developing actionable insights to enhance operational efficiency.

Highest-signal resume keywords

Workforce Management ExperienceAdvanced Data SkillsForecasting And Capacity PlanningExperience With SalesforceSQL Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingCapacity PlanningData AnalysisTrend AnalysisSLA AttainmentStatistical ConceptsProject CoordinationChange Management

Soft Skills

Attention To DetailClear CommunicationRelationship BuildingAnalytical Thinking

Tools & Technologies

Workforce Management SoftwareSalesforceSQL

Industry Keywords

Customer SuccessOperational MetricsShift SchedulingTeam PerformanceCustomer Demand

Tech Stack

Tools & technologies

ErlangSQL

About the role

Key responsibilities & impact

Create daily, weekly, and monthly forecasts of expected workload volumes.
Review and communicate overtime needs and staffing risks to leadership based on incoming volumes, starting tasks the day they are received/created, and not missing SLAs on any task.
Complete Customer Support weekly schedules including daily coverage for customer demand, as well as training and upskilling coverage, team huddles, etc.
Support schedule adjustment requests from associates throughout the day and communicate adjustment trends with leadership.
Complete trend analysis on volumes and propose actionable recommendations based on data to address operational needs.
Ensure all Customer Success teams and queues are appropriately staffed throughout the day, adjusting for sudden shifts in workload or changes in priorities.
Monitor phone, chat and case queue coverage to ensure customer wait times are limited and work is delegated effectively.
Coordinate proactive cross-team contingency support to maximize overall Customer Success staffing.
Ensure shift schedules align with incoming volume by day-part, and propose adjustments to shift times as needed based on customer demand.
Develop and maintain dashboards and reports for leadership, providing real-time insights into team performance, process bottlenecks, and operational metrics.
Drive Customer Success SLA attainment to meet company objectives.
Organize and execute shift bidding.

Requirements

What you’ll need

1-3 years of experience in a workforce management role
Exceptional accuracy and attention to detail
Advanced data skills
Excellent analytical analysis
Exceptional research skills
Clear and concise communication
Understanding of forecasting and capacity planning concepts
Ability to thrive in a fast-pace and metrics-driven environment
Experience using workforce management software
Relationship building acumen
Nice to have
Experience with Salesforce
Experience with SQL
Comfort with statistical concepts like Erlang C, Shrinkage, and Occupancy
Experience with Finance/Retirement
Basic project coordination or change management exposure

Benefits

Comp & perks

A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
Top-of-the-line health plans, as well as dental and vision insurance
Competitive time off and parental leave
Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
Lyra: Enhanced Mental Health Support for Employees and dependents
Carrot: Fertility healthcare and family forming benefits
Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
Monthly work-from-home stipend; quarterly lifestyle stipend
Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.