Account Services Workforce Planning Principal Analyst

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing

Account Services Workforce Planning Principal Analyst

Why We Have This Role

As Qualtrics embarks on a journey of rapid growth, the newly formed, business-critical Account Services team is tasked with establishing and maturing a best in class service & support model for our clients and internal account management teams. Establishing a Workforce Management and Planning program to meet the evolving expectations of our customers is on the critical path to success for Account Services. As the world’s leading experience company, it is imperative that we deliver an outstanding experience at every touchpoint with Qualtrics. To achieve this high standard as we scale, we are seeking a seasoned, data-driven workforce planning analyst to develop and implement a comprehensive WFM program . This plan will ensure that we have the right number of skilled professionals in place to support our customers effectively, ultimately enhancing our service delivery and helping us exceed customer expectations.

How You’ll Find Success

How You’ll Grow

You will be joining a fast-growing, highly-motivated team that has a considerable impact on the business and many opportunities to evolve, such as the following:

• Hands-on experience with emerging technologies
• Opportunities to own and drive initiatives and strategic projects
• Opportunities to demonstrate leadership, mentoring, and knowledge sharing across the organization
• Avenues to pursue continuous learning and acquisition of new skills in technology, project management, and personal growth

Things You’ll Do

• Weekly meetings with global ops leaders (Americas, EMEA, APJ) to review team capacity and forecast-actual, and using data/analysis to advise leaders on actions to solve resourcing issues.
• Understand full ‘scope’ of forces that may impact capacity or demand: business headwinds, team initiatives, system changes
• Regularly monitoring ticket intakes, schedules, productivity, and backlog data to determine if we are able to meet customer demands, and proposing specific actions and solutions if we are not.
• Creation of a long-term analytical model to forecast our global capacity. 
• Working directly with leaders and our FP&A team on a monthly/quarterly basis to assure we are hiring the right amount of people. 
• Be a critical contributor in our annual budget planning process with leadership and FP&A.
• Analysis to identify strategic and tactical changes to our workforce planning and optimization processes and systems

What We’re Looking For On Your Resume

We know that women and people from underrepresented groups tend to not apply unless they meet all the criteria - if you believe you are qualified for the role, we encourage you to apply even if you don't meet all the criteria.

• Excellent verbal and written communication skills
• 2-5 years total experience in operations, analytics, finance, or workforce management
• Strong analytical problem-solving skills and experience creating analytical forecasts
• Ability to work cross-functionality and influence outcomes without direct authority
• Experience managing priorities and timelines without significant oversight
• Proficient in Excel and other analytics tools (i.e. SQL, Tableau, R, Python, PowerBI, SPSS)
• Experience extracting/analyzing data from enterprise workforce management tools (i.e. Genesys, NICE, Verint, Calabrio)
• Ability to travel occasionally to meet/collaborate with stakeholders in other offices around the globe 
• A Bachelor’s degree or greater
• 4+ years experience in workforce and/or call-center planning
• 4+ years experience in a highly analytical role
• A creative problem-solver with a build-it mentality
• Prior experience in a workforce management function for a mid-large call center or contact center
• Prior experience managing labor cost budgets
• Prior experience creating operational demand or capacity forecasts, especially for newly created teams
• Degree in statistics, data analytics, data science, or other related STEM degree

What You Should Know About This Team

• Heart of Qualtrics: The Account Services Team is essential to Qualtrics' success, establishing client relationships and delivering solutions.
• Client-Focused: This team is dedicated to understanding goals, advocating for them, and driving operational improvements.
• Cross-functional Collaboration: Collaboration across internal teams drives customer success and influences product enhancements.
• Global Impact: This role engages with some of the world's largest organizations, shaping their customer experience programs.

Our Team’s Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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