Support Workforce Management Analyst - Americas

About this role

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 fix

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