Workforce Management Analyst Americas

About The Role

Are you passionate about the science and art of workforce planning? We're looking for a seasoned Workforce Management Analyst to join our team. You'll be part of the analytical engine behind our operational success, ensuring our teams are perfectly positioned to support our merchants. This isn't just about filling seats; it's about using data, strategy, and collaboration to solve the complex puzzle of having "the right people, in the right place, at the right time."

In this role, you'll have the opportunity to touch every aspect of the WFM lifecycle, from forecasting and scheduling to in-the-moment, real-time adjustments. If you thrive on data, love optimizing systems, and enjoy collaborating to hit ambitious goals, we want to hear from you.

• Forecast & Schedule with Precision:
  Develop and maintain dynamic scheduling models based on key metrics (like AHT and service levels) to build effective schedules for our teams, including daily work, vacation, and training.
• Real Time Optimization:
  Monitor service levels and staffing in real-time, making swift adjustments to routing and strategies to meet and exceed our goals. You'll be our eyes on the floor, proactively flagging issues and deploying contingency plans.
• Collaborate and Influence:
  Partner with team leaders, training teams, and third-party vendors to continuously improve our scheduling strategy, address challenges, and ensure everyone is aligned to meet our targets.
• WFM System Management:
  Serve as a subject matter expert for our WFM software (NICE). You'll already know the tool and continuously explore new ways to enhance its capabilities.

• Direct experience in a Workforce Planning role (forecasting, scheduling, and or real-time analysis).
• Strong analytical and problem-solving skills, with a knack for turning complex data into actionable insights.
• Excellent communication and collaboration abilities, comfortable presenting data and strategies to leaders and peers.
• A proactive mindset. You don't wait for problems to find you; you anticipate them and propose solutions.
• Experience with WFM software is a must. Direct experience with NICE is a significant asset, but expertise in similar platforms (like Genesys, Aspect, Verint) is highly valued.
• Flexibility and adaptability. This role requires a willingness to work flexible hours to support the dynamic needs of the business.

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries. This is life-defining work that directly impacts people’s lives as much as it transforms your own.

This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

• Care deeply about what you do and about making commerce better for everyone
• Excel by seeking professional and personal hypergrowth
• Keep up with an unrelenting pace (the week, not the quarter)
• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
• Bring critical thought and opinion
• Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do
• Embrace differences and disagreement to get shit done and move forward
• Work digital-first for your daily work

We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.