Support Workforce Management Analyst - Americas

Hi! I'm Allie, Head of Support at Ashby. 👋 As our Support organization scales globally, one of the most critical levers for delivering an exceptional customer experience is making sure we have the right capacity, in the right places, at the right times, without sacrificing flexibility, quality, or humanity. We recently hired our first Workforce Management Lead to build the forecasting and capacity-planning foundation for the team. Now we're adding a Workforce Management Analyst to own the execution layer: turning those forecasts into thoughtful schedules and managing coverage in real time as the day unfolds. This is not a traditional call-center WFM role. Our Support team is highly tenured, deeply technical, and made up of thoughtful practitioners who regularly contribute beyond tickets, partnering on projects, enabling self-service, shaping tooling, and influencing product direction. Your job is to keep coverage healthy and SLAs met while protecting the flexibility that lets this team do its best work. You'll treat real-time management as an enabling function, not an adherence-policing exercise. This role is for someone who loves the craft of scheduling and the fast pace of intraday management, is energized by live problem-solving, and sees patterns in real-time data that make the whole operation run smoother. About This Role As the Workforce Management Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk. Because our WFM function is still young, you'll have significant influence over how scheduling and RTA operate at Ashby, setting up scalable, humane practices rather than inheriting rigid ones. ROLE RESPONSIBILITIES SCHEDULING AND COVERAGE DESIGN - Build and maintain global schedules that align required coverage with our headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules. - Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change, including managing shift-change and time-off workflows. - Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values. - Account for skill distribution and routing so the right work reaches the right people. Real-Time Analysis and Intraday Management - Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day. - Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy as volume and complexity fluctuate. - Spot intraday risks early and communicate them clearly, coordinating with Support Managers to respond without creating unnecessary alarm. - Manage real-time exceptions (spikes, outages, unplanned absences) with sound judgment and a calm, collaborative approach. Data and Insights - Track team data and behaviors as inputs that improve planning, not as compliance metrics to enforce. - Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk. - Feed real-world scheduling and RTA learnings back to the WFM Lead to sharpen forecasts and capacity assumptions over time. Cross-Functional Partnership - Partner closely with the WFM Lead, Support Managers, and Support Operations to keep coverage plans aligned with reality. - Act as a trusted, day-to-day point of contact for coverage questions and live adjustments. - Advocate for sustainable, human-centered scheduling decisions that scale with the business. ROLE REQUIREMENTS Scheduling and Real-Time Management Expertise - Hands-on experience with scheduling and/or real-time/intraday management in a Support, CX, or technical services environment (e.g., WFM Analyst, RTA Analyst, or Scheduling Analyst). - Strong grasp of coverage strategies, adherence/shrinkage/occupancy/conformance concepts, and how they translate into daily service levels. - Comfort making sound real-time decisions with imperfect information and a fast clock. Systems and Analytical Thinking - Highly analytical, able to read live data quickly and turn it into clear, actionable adjustments and recommendations. - Experience with WFM/scheduling tooling and comfort building or maintaining dashboards. - Familiarity working with Support metrics and SLAs in a nuanced, non-mechanical way. Collaborative and People-Centered - Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments. - Strong communicator who can flag risk and coordinate live adjustments without reading as "policing." - Comfortable partnering across managers and levels, and taking direction from the WFM Lead on strategy while owning the execution. You Should Apply If: - You love the craft of scheduling and the pace of real-time coverage management. - You see WFM as an enabling function, not a policing one. - You're energized by live problem-solving and making quick, well-reasoned calls under pressure. - You're excited to partner with experienced, technical Support professionals who value autonomy and impact. - You want to help shape how scheduling and RTA operate as Support scales, while partnering with a WFM Lead who owns the forecasting foundation. You May Not Want to Apply If: - You're looking for a traditional Support environment focused primarily on adherence enforcement. - You want to own long-range forecasting and capacity strategy end-to-end (that sits with our WFM Lead; this role is the scheduling + RTA partner to it). - You prefer fixed rules and static models over iteration, flexibility, and real-time judgment. - You're uncomfortable operating in ambiguity or building structure where none yet exists. - You believe there's one "correct" way to staff or schedule Support. ABOUT ASHBY We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: https://ashbyhq.comhttps://www.ashbyhq.com/ We are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are working with amazing companies we're proud to partner with. We’ve built an incredible team and exceptional product over the past few years, and we truly are just getting started. In short, this is the perfect time to join 🚀   ABOUT GO TO MARKET Our Support team is a part of our Customer Success department, and thus is a part of our Go To Market function. Here are a few points that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products, since we believe a highly differentiated product is easier to sell. - We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers (we hope our 9.8 Support rating on G2 signals this). - We strongly believe that small teams with very talented people and the right work environment deliver much high performance and we're built accordingly. INTERVIEW PROCESS Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows: - Intro Call with Recruiting - 30 Minutes - Hiring Manager Interview - 45-60 Minutes - Take Home Assessment - 1 week to complete - Final Round interview - 2 hours - Executive Partnership Interview with our VP of Customer Success - Operational Modeling and Manager Partnership Interview with our Director of Support and Analytics Product Manager - Enablement and Cross Functional Interview with Support Management BENEFITS - You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible. - Competitive compensation is offered. - 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. - Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 - Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise. - Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! - $100/month education budget with more expensive items (like conferences) covered with manager approval Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.