Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

At Ingram Micro were the business behind the worlds brandsconnecting technology innovators with customers across the globe. With operations in more than 57 countries our scale diversity and digital platforms help businesses grow faster and operate smarter. Join us and help shape the future of global technology distribution.

As a Workforce Management Sr. Analyst youll be a key driver of how our global support organization scales and performs. Youll ensure the right skills languages and support levels are in place across EMEA AMER and APAC enabling us to meet servicelevel commitments while balancing cost quality and associate experience.

What Youll Do:

In this role youll own forecasting capacity planning scheduling and realtime workforce performance across multiple channels and platforms. Youll partner with Support Operations Engineering Product and regional leaders to turn demand signals into actionable staffing strategies.

As part of Performance Analytics & Continuous Improvement youll also recommend and implement agentic AI and automation solutionsstreamlining workforce processes improving forecast accuracy accelerating decisionmaking and enabling smarter more resilient support operations.

What Youll bring to this role:

• Minimum 5 years in Workforce Management or Support Operations analytics (global 247 preferred).
• Handson experience with forecasting scheduling RTA and capacity planning in a multichannel environment.
• Strong proficiency with Excel and analytics tools (e.g. SQL Power BI/Tableau).
• Experience with Agentic AI/Automation tools for WFM
• Experience with ticketing and telephony/ACD platforms (e.g. Zendesk/Freshdesk Genesys/Five9/NICE Salesforce Service Cloud or similar).
• Demonstrated ability to manage multilanguage queues and tiered support models (T1T3 engineering escalation).
• Excellent communication skills; able to translate complex analyses into clear operational recommendations.

At Ingram Micro we invest in your growth. Youll work in a diverse valuesdriven environment shaped by results integrity imagination courage responsibility and talentwith opportunities to learn innovate and build a longterm career.
Lets shape tomorrowtogether.