Workforce Management Analyst

About ROLLER

ROLLER is a global software-as-a-service company designed to help businesses in the leisure and attractions industry operate more efficiently and deliver great guest experiences. ROLLER helps its customers through a full suite of venue management features, including ticketing, point-of-sale, CRM, self-serve kiosks, memberships, digital waivers, and more. We are a fast-growing global company with customers in over 30 countries and a diverse range of industries, including theme parks, museums, zoos, trampoline parks, water parks, aquariums, and wake parks — to name a few.

At the heart of ROLLER is our team, which consists of 200+ highly energetic, driven, intelligent, and humble professionals, all contributing to help build a great and enduring business. We truly believe that the sky's the limit for us, and we are well on our way toward becoming a global success story. But most of all, we love what we do, and we are looking for like-minded people to join us on this fantastic journey! 

About the Role

The Workforce Management (WFM) Analyst is responsible for forecasting, scheduling, and real-time monitoring of staffing levels to ensure service-level goals are met. This role supports operational efficiency by analyzing trends, producing staffing models, and providing actionable insights to support business performance across customer support or contact center teams.

What You'll Do:

• Forecasting & Capacity Planning: Analyze historical data and trends to develop accurate volume and workload forecasts.  Create capacity plans to ensure optimal staffing levels based on forecasted demand. Work closely with key stakeholders to adjust plans based on business needs, seasonality, or marketing/promotional events.
• Scheduling & Staffing: Using WFM Tools, develop agent schedules that align with forecasted demand and service level targets. Based on performance and staffing gaps, recommend schedule adjustments or shift bids. Coordinate time-off planning, shift swaps, and other workforce adjustments.
• Real-Time Management (Intraday): Monitor real-time call/chat/email volumes, agent adherence, and performance metrics.  Take proactive measures to address staffing deviations and minimize the impact on service levels.  Communicate changes or alerts to relevant teams during high-volume periods.
• Reporting & Analysis: Generate daily, weekly, and monthly performance reports related to WFM metrics (e.g., occupancy, shrinkage, adherence, service level).  This may include insights for top contact drivers and developing reporting to understand and manage unexpected increases in demand.  Identify and present workforce trends, risks, and opportunities for improvement.  Collaborate with leadership to make data-driven decisions.
• Systems & Tools Management: Utilize WFM software such as NICE, Assembled, Verint, Calabrio, or in-house tools for planning and monitoring.  Maintain data integrity and ensure WFM system accuracy. Support the implementation and optimization of WFM tools.

About You:

• Bachelor’s degree in Business, Statistics, Operations, or related field (preferred).
• 3 - 5 years of experience in workforce management, forecasting, or capacity planning.
• Strong analytical skills with strong proficiency in Excel, Google Sheets, and WFM software.
• Familiarity with call center metrics (AHT, service level, occupancy, shrinkage, adherence, etc.).
• Excellent communication and collaboration skills.
• Detail-oriented with strong time management and organizational abilities.
• Familiarity with contact center platforms (e.g., Zendesk, Genesys, Five9, or Salesforce Service Cloud).
• Ability to work in a fast-paced and data-driven environment.
• Available to work onsite three days a week.

Perks!

• You'll get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
• 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate).
• Engage in our 'Vibe Tribe' - led by our team members, you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns...you name it. We're willing to make it happen!
• Team Member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
• Work with a driven, fun, and switched-on team that likes to raise the bar in all we do!
• Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

What You Can Expect

1. Initial call with our Talent Acquisition Manager
   You'll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
2. Interview with the Hiring Manager
   You'll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
3. Assessment
   You'll complete a sample project that not only highlights your analytical skills but also gives you a hands-on preview of what the role entails.
4. Loop Interviews
   This is where you will get to meet our wider ROLLER team to do a 'vibe check' on us to make sure our culture & vibe meet what you are looking for!
5. Offer
   If all lights are green and the fit feels right, we'll conduct reference checks and you'll receive an offer to join!
   
   

Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment