Workforce Management Analyst

Your career as a Workforce Management Analyst at Booksy will give you the opportunity to own the real-time performance processes for our global Customer Success (CS) organization, acting as a crucial link between data and service excellence. 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 Workforce Management 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.

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.

*Please note that this role is best suited for someone based on the East Coast, so they can comfortably work European hours

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.

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.

A bit about Booksy:

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy.

Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at [email protected], so we can best support you .