Shift Timing: 1PM – 10PM IST

This role is 100% remote:

About HighLevel:

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ team members across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our team members wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel - https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases

Who You Are:

We are seeking a highly skilled Workforce Management (WFM) Analyst to own and optimize our WFM systems and processes. This role is pivotal in driving efficiency and productivity across our customer-facing teams by forecasting demand, managing staffing models, and implementing data-driven strategies. The ideal candidate will have a deep understanding of workforce management practices, strong analytical skills, and a passion for improving team operations.

What youll be doing?

WFM Systems Management: Maintain and optimize the workforce management platform, ensuring accurate data capture, reporting, and system reliability.
Forecasting and Planning: Develop and refine forecasting models to predict workload demand across all customer-facing teams, including customer support, sales, and success teams.
Staffing Optimization: Design and implement staffing schedules and capacity plans to align resources with forecasted demand, minimizing downtime and maximizing service levels.
Efficiency Improvement: Collaborate with team leads to identify process inefficiencies and implement solutions that enhance productivity and customer satisfaction.
Real-Time Monitoring: Oversee intraday workforce operations, adjusting schedules as needed to meet changing business needs.
Reporting and Insights: Provide actionable insights through dashboards and reports on key WFM metrics, such
as adherence, utilization, and service level achievement.
Cross-Functional Collaboration: Partner with stakeholders from operations, HR, and leadership to ensure alignment on workforce strategies and priorities.
Training and Documentation: Develop training materials and standard operating procedures for WFM tools and processes to ensure consistency and knowledge sharing.

What youll bring?

3-5+ years of experience in workforce management, preferably in a customer-facing environment.
Experience with WFM tools such as Assembled, Calabrio, NICE, Verint, or similar platforms.
Strong analytical skills with expertise in Excel, SQL, or other data analysis tools.
Excellent communication skills, with the ability to present complex data in a clear and actionable manner.
Experience in forecasting, capacity planning, and performance monitoring.
Knowledge of customer service operations and best practices is a plus.
Proven ability to manage multiple priorities in a fast-paced environment.
Experience working in a cloud software or technology company.
Familiarity with predictive analytics and machine learning for demand forecasting.
Process improvement certifications (e.g., Lean Six Sigma).

EEO Statement:

At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented team members from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way.