Work Force Management Analyst

WFM Planning Analyst Are you an experienced Workforce Management (WFM) Planning Analyst passionate about improving global service performance and ensuring the right people are in the right place at the right time? Do you excel at building collaboration between Managers and WFM while exploring innovative, data-driven solutions? If so, read on you may be a great fit for Autodesks Customer Technical Success team! Were excited to welcome a talented WFM Planning Analyst to our Autodesk Customer Technical Success team. In this role, youll play a key part in optimizing workforce efficiency and elevating our planning processes. Your core responsibilities will include generating and optimizing advanced schedules, managing short-term forecasts, and supporting data-driven decision-making. Your analytical mindset, attention to detail, and ability to translate insights into action will be instrumental in driving operational excellence. Youll also lead initiatives to improve workforce management processes across our global support organization identifying efficiencies, implementing automation, and delivering impactful insights that guide strategic decisions. Key Responsibilities: Monitor daily operations and performance, providing data-backed recommendations to optimize coverage, service levels, and abandon rate targets. Analyze trends to identify gaps and opportunities, advising on headcount requirements to achieve service level goals. Ensure staffing aligns with forecasted demand, balancing efficiency with SLA protection. Plan and schedule shrinkage and non-productive activities to minimize service impact. Participate in weekly WFM meetings with department leadership to review forecasts, identify risks, and recommend scheduling improvements. Analyze and report on historical data to uncover opportunities for performance improvement and KPI attainment. Oversee WFM software systems to ensure accuracy, reliability, and optimal performance in forecasting and scheduling. Develop and implement process improvements that enhance workforce efficiency and service delivery. Create new reporting and visualization solutions while automating existing reports. Deliver ad-hoc and performance reports to leadership in a timely, accurate manner. Basic Qualifications: 4+ years of Workforce Management experience with strong forecasting and scheduling knowledge. 2+ years of experience in a contact center or support environment. Proficiency with Calabrio, IEX, Verint, or Aspect WFM platforms. Strong interpersonal and communication skills, with the ability to collaborate across global teams. Intermediate to advanced skills in Excel and/or Power BI (e.g., VLOOKUP, PivotTables, SUMIFS, SUMPRODUCT). Proven ability to analyze, interpret, and summarize large data sets to inform decision-making. Strong strategic planning, analytical, and problem-solving skills. Ability to manage multiple projects effectively within defined timeframes.

Created: 2026-03-11