Work Force Management Analyst

25WD93356

Job Description – WFM Planning Analyst

Are you an experienced Workforce Management (WFM) Planning Analyst passionate about improving global service performance and ensuring the right people are in the right place at the right time? Do you excel at building collaboration between Managers and WFM while exploring innovative, data-driven solutions? If so, read on — you may be a great fit for Autodesk’s Customer Technical Success team!
 

About the Position

We’re excited to welcome a talented WFM Planning Analyst to our Autodesk Customer Technical Success team. In this role, you’ll play a key part in optimizing workforce efficiency and elevating our planning processes.

Your core responsibilities will include generating and optimizing advanced schedules, managing short-term forecasts, and supporting data-driven decision-making. Your analytical mindset, attention to detail, and ability to translate insights into action will be instrumental in driving operational excellence.

You’ll also lead initiatives to improve workforce management processes across our global support organization — identifying efficiencies, implementing automation, and delivering impactful insights that guide strategic decisions.

Key Responsibilities

• Monitor daily operations and performance, providing data-backed recommendations to optimize coverage, service levels, and abandon rate targets.
• Analyze trends to identify gaps and opportunities, advising on headcount requirements to achieve service level goals.
• Ensure staffing aligns with forecasted demand, balancing efficiency with SLA protection.
• Plan and schedule shrinkage and non-productive activities to minimize service impact.
• Participate in weekly WFM meetings with department leadership to review forecasts, identify risks, and recommend scheduling improvements.
• Analyze and report on historical data to uncover opportunities for performance improvement and KPI attainment.
• Oversee WFM software systems to ensure accuracy, reliability, and optimal performance in forecasting and scheduling.
• Develop and implement process improvements that enhance workforce efficiency and service delivery.
• Create new reporting and visualization solutions while automating existing reports.
• Deliver ad-hoc and performance reports to leadership in a timely, accurate manner.

Basic Qualifications

• 4+ years of Workforce Management experience with strong forecasting and scheduling knowledge.
• 2+ years of experience in a contact center or support environment.
• Proficiency with Calabrio, IEX, Verint, or Aspect WFM platforms.
• Strong interpersonal and communication skills, with the ability to collaborate across global teams.
• Intermediate to advanced skills in Excel and/or Power BI (e.g., VLOOKUP, PivotTables, SUMIFS, SUMPRODUCT).
• Proven ability to analyze, interpret, and summarize large data sets to inform decision-making.
• Strong strategic planning, analytical, and problem-solving skills.
• Ability to manage multiple projects effectively within defined timeframes.

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.

When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $64,000 and $110,440. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Sales Careers

Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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