Position: Senior Workforce Management Analyst
Location: Remote (India)
Working Hours: 2 PM – 11 PM IST

About Us:
HighLevel is a comprehensive, cloud-based, white-label marketing and sales platform designed to help marketing agencies, entrepreneurs, and businesses enhance their digital presence and accelerate growth. Supporting a global network of over 2 million businesses, our platform streamlines operations and drives results. We handle more than 15 billion API requests and 2.5 billion message events daily, managing 470 terabytes of data across five databases, powered by over 250 microservices and supporting more than 1 million domains.

Our Team:
With a workforce of over 1,500 people across 15+ countries, HighLevel operates as a remote-first organization. We’re not just building software—we’re building a global community grounded in innovation, collaboration, and meaningful impact. Our culture celebrates creativity and puts people first, regardless of location.

Our Impact:
Each month, our platform facilitates over 1.5 billion messages, generates more than 200 million leads, and supports over 20 million conversations for our users. Behind these numbers are real businesses growing, engaging with customers, and achieving their goals—with our help.

Learn more about us on our YouTube Channel or Blog.

Who You Are:
You are a seasoned Workforce Management (WFM) expert with a passion for operational efficiency and performance. You excel at using WFM systems to forecast demand, optimize staffing, and implement data-driven strategies. Your analytical mindset and ability to turn data into actionable insights make you a valuable asset in scaling workforce operations. You’re driven to support high-performing customer-facing teams and improve processes through strategic planning.

What You Bring:

– 3–5+ years of workforce management experience, ideally in a customer-facing role
– Proficiency with WFM tools such as Assembled, Calabrio, NICE, Verint, or similar
– Strong analytical skills and experience with Excel, SQL, or other data tools
– Excellent communication skills for presenting complex data clearly
– Experience in forecasting, capacity planning, and performance tracking
– Understanding of customer service operations and best practices is a plus
– Ability to manage multiple tasks in a fast-paced environment

Key Responsibilities:

– WFM System Oversight: Maintain and enhance the WFM platform to ensure accurate data and reliable performance
– Forecasting & Planning: Build and improve models to forecast workload across customer-facing teams
– Staffing Strategy: Create staffing schedules and capacity plans that align with forecasted needs
– Process Optimization: Work with team leads to identify inefficiencies and implement productivity improvements
– Real-Time Management: Monitor daily operations and adjust staffing as needed
– Reporting & Insights: Deliver actionable insights through dashboards and reports on key WFM metrics
– Cross-Functional Collaboration: Coordinate with operations, HR, and leadership to align on workforce strategies
– Training & Documentation: Develop training content and SOPs to support consistent WFM practices

Preferred Experience/Education/Certifications:

– Experience in a cloud software or tech company
– Familiarity with predictive analytics and machine learning for forecasting
– Certifications in process improvement methodologies (e.g., Lean Six Sigma)

Equal Opportunity Employer:
We are committed to equal employment opportunities. Providing demographic information is voluntary and used only for compliance with legal requirements. It will not affect your application or be used in the hiring process.