Position: Senior Workforce Management (WFM) Analyst

Reports To: Manager, Revenue Operations

Location: Remote (India)

Work Schedule: 2:00pm–11:00pm IST

About Us

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform designed to help marketing agencies, entrepreneurs, and businesses strengthen their digital presence and accelerate growth. We’re proud to serve a rapidly expanding global community of more than 2 million businesses, ranging from marketing agencies and entrepreneurs to small businesses and beyond. Our platform helps teams across industries streamline operations, drive growth, and achieve their goals. HighLevel processes over 15 billion API requests and manages more than 2.5 billion message events daily. The platform handles 470 terabytes of data across five databases, runs on a network of more than 250 microservices, and supports over 1 million domain names.

Our People

With more than 1,500 team members across 15+ countries, we work in a global, remote-first environment. We’re not just building software—we’re building a global community based on creativity, collaboration, and meaningful impact. We value a culture where innovation thrives, ideas are welcomed, and people come first, regardless of where they’re based.

Our Impact

Each month, our platform sends over 1.5 billion messages, helps generate more than 200 million leads, and supports over 20 million conversations for the more than 2 million businesses we serve. Behind these metrics are real people building their companies, connecting with customers, and making their mark—and we’re excited to help make that happen.

Learn more about us through our YouTube channel or our blog.

Who You Are

You are a highly skilled, analytical Workforce Management (WFM) professional who enjoys improving efficiency and delivering operational excellence. You understand WFM systems and best practices and use them to provide strategic input on forecasting, staffing optimization, and implementing data-driven solutions. You’re committed to supporting top-performing, customer-facing teams and take pride in using data to boost productivity and streamline processes. Your ability to turn complex information into practical strategies makes you an essential partner in scaling workforce operations.

What You’ll Be Doing

WFM System Management: Maintain and enhance the workforce management platform to ensure accurate data collection, reliable reporting, and system performance.

Forecasting and Planning: Build and refine forecasting models to estimate workload demand across all customer-facing teams, including customer support, sales, and customer success.

Staffing Optimization: Create and implement schedules and capacity plans that align staffing with forecasted needs, reducing downtime and improving service levels.

Efficiency Improvement: Partner with team leads to spot workflow inefficiencies and implement improvements that increase productivity and customer satisfaction.

Real-Time Monitoring: Monitor day-to-day workforce performance and adjust schedules as needed to reflect changing business requirements.

Reporting and Insights: Deliver data-driven insights through dashboards and reports on key WFM metrics, including adherence, utilization, and service level achievement.

Cross-Functional Collaboration: Work with operations, HR, and leadership stakeholders to ensure workforce strategies and priorities are aligned.

Training and Documentation: Develop training materials and standard operating procedures for WFM tools and processes to ensure consistency and knowledge sharing.

What You’ll Bring

3–5+ years of experience in workforce management, preferably in a customer-facing setting.

Experience with WFM tools such as Assembled, Calabrio, NICE, Verint, or similar platforms.

Strong analytical skills, including proficiency with Excel, SQL, or other data analysis tools.

Excellent communication skills, with the ability to present complex data clearly and in a way that supports action.

Experience with forecasting, capacity planning, and performance monitoring.

Knowledge of customer service operations and best practices is a plus.

Demonstrated ability to manage multiple priorities in a fast-paced environment.

Experience/Education/Certifications Required

Experience working for a cloud software or technology company.

Familiarity with predictive analytics and machine learning for demand forecasting.

Process improvement certifications (e.g., Lean Six Sigma).

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. Because the company is subject to affirmative action regulations, you are invited to voluntarily provide the demographic information listed below. This information is used only for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary, and choosing not to provide it will not affect your application status. Any data you submit will be stored separately from your application and will not be used as part of the hiring decision.

#LI-TN1