Senior Workforce Management Analyst

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Ready to unlock your potential with a community of fellow explorers Find your next role at our Berlin HQ or one of our local offices around the globe from New York to Bangkok. Head to take the first step.

Team mission

We empower GetYourGuides Care ecosystem to deliver exceptional customer experiences by providing strategic insights forecasting excellence and data-driven decision-making capabilities that serve all our stakeholdersfrom customer support teams to supplier operations and beyond.

Your Mission

As Senior Workforce Management Analyst you will be instrumental in optimizing workforce performance and driving operational excellence across GetYourGuides global Care ecosystem. Your mission encompasses:

Workforce Planning & Forecasting

• 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
• Contribute to the design and implementation of a new flexible workforce management setup that scales with business growth

Analytics & AI-Driven Insights

• 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
• Identify trends inefficiencies and opportunities to improve operational performance

Collaboration & Stakeholder Support

• Partner with Care Operations teams BPO partners and cross-functional stakeholders (including supplier ops) to ensure optimal resource allocation
• Provide analytical support for capacity planning scheduling and SLA adherence
• Contribute to the continuous evolution of WFM processes tools and best practices

Your Toolkit

• 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 & communication skills translating complex data into clear narratives and driving alignment
• Ability to integrate multiple data sources to develop comprehensive forecasts and budget models
• 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
• Practical solution-oriented approach with a focus on driving measurable impact

Extras that give you an edge

• • Experience with SQL for data extraction and analysis
  • Python proficiency for advanced analytics automation and forecasting models
  • Track record of implementing or contributing to WFM solutions (e.g. system migrations new platform rollouts)
  • Experience with LLM APIs (OpenAI Gemini Anthropic) for AI-driven automation and insights
  • Familiarity with contact center technologies and workforce management platforms
  • Background in building or optimizing flexible workforce models (hybrid BPO gig economy)

How well make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon Tue Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events
• Monthly transportation and fitness budget
• Discounts for you your friends and family on GetYourGuide activities
• Language reimbursement program
• Health and wellness benefits

And more

How to apply

Submit your CV/resume in English using the form below. For tips and insights into our hiring process and culture check out how we hire and life at GetYourGuide. If you have any further questions please dont hesitate to get in touch at .

Were an equal opportunities employer

Our commitment is that every qualified person will be evaluated according to their skills regardless of age gender identity ethnicity sexual orientation disability status or religion. Please refrain from including your picture and age with your application.

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