Senior Workforce Management Analyst

About the role

As Senior Workforce Management Analyst, you will be instrumental in optimizing workforce performance and driving operational excellence across GetYourGuide's global Care ecosystem. Your mission encompasses workforce planning and forecasting, analytics and AI-driven insights, and collaboration with cross-functional stakeholders.

What you'll do

• Deliver accurate long-term, medium-term, and short-term workforce planning and forecasting across Customer Care Operations
• Support budget planning processes with data-driven capacity models and cost projections
• Leverage AI and analytics to enhance forecasting accuracy and optimize staffing efficiency
• Develop and maintain workforce models, dashboards, and reporting frameworks that drive informed decision-making
• Partner with Care Operations teams, BPO partners, and cross-functional stakeholders to ensure optimal resource allocation
• Provide analytical support for capacity planning, scheduling, and SLA adherence
• Contribute to the design and implementation of a new, flexible workforce management setup that scales with business growth

What you'll need

• 5+ years in Workforce Management, ideally in scale-up or high-growth environments
• Deep understanding of forecasting methodologies with proven ability to build accurate capacity models
• Expert-level Google Sheets/Excel skills – advanced formulas, data modeling, and extracting insights from large datasets
• Experience leveraging AI and automation to enhance forecasting accuracy and optimize workforce planning
• Excellent stakeholder management and communication skills – translating complex data into clear narratives and driving alignment
• Customer-centric mindset – making resourcing decisions that balance customer needs with operational efficiency
• Agile and adaptable – thriving in dynamic environments with outside-the-box thinking and rapid response to change

Nice to have

• Experience with SQL for data extraction and analysis
• Python proficiency for advanced analytics, automation, and forecasting models
• Experience with LLM APIs (OpenAI, Gemini, Anthropic) for AI-driven automation and insights
• Track record of implementing or contributing to WFM solutions

What they offer

• Annual personal growth budget and mentorship programs
• Work from anywhere in the world for 30 days per year
• Hybrid working approach with three days in office (Mon, Tue, Thur) and two days optional at home
• Monthly transportation and fitness budget
• Health and wellness benefits
• Discounts on GetYourGuide activities