Senior Analyst, Workforce Management

About Poshmark Poshmark is the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. Powered by a vibrant community of 165 million members, Poshmark brings real people and taste to shopping through a social experience shaped by shared discovery.

Buying and selling fashion feels simple, joyful, and personal, while every item tells its own story. Poshmark empowers sellers to grow meaningful businesses, keeps fashion in circulation longer, and gives shoppers access to unique and trusted finds, from everyday pieces to one-of-a-kind vintage and luxury.

We're looking for a Senior Analyst, Workforce Management to play a critical role in supporting our global Operations teams. This person will be the analytical backbone of workforce planning, helping ensure we have the right people in the right place at the right time across Customer Support, Platform Protection, and other support functions worldwide.

In this role, you'll turn historical trends, business insights, and operational demand signals into accurate forecasts and staffing plans. You'll own key workforce metrics, partner closely with cross-functional teams, and provide the data-driven recommendations that help our operations run efficiently and scale effectively.

This is a highly visible, hands-on opportunity for someone who enjoys solving complex problems, working with data, and collaborating with teams across the business to drive continuous improvement. What You'll Do Forecasting & Capacity Planning Analyze historical support volume trends and develop short-, medium-, and long-term forecasts across multiple support functions, geographies, and operating partners.

Create and maintain staffing plans and schedules that balance service levels, efficiency, and employee coverage needs. Partner with Operations, Vendor Management, Product and Data teams to incorporate business drivers such as product launches, policy changes, deflection initiatives, and channel shifts into workforce plans.

Support workforce planning related to agent training, retraining, and ramp periods to ensure smooth transitions and uninterrupted coverage. Workforce Performance & Reporting Monitor and manage key workforce metrics including utilization, shrinkage, adherence, and forecast accuracy, identifying trends and opportunities for improvement.

Develop recurring reporting and insights for operational leaders, translating data into clear recommendations and actions. Build and maintain dashboards and reporting tools using Looker. Conduct ad hoc analyses to support business decisions, including capacity assessments, overtime planning, staffing requests, and performance heatmaps.

Cross-Functional Partnership Collaborate closely with Operations, Training, Process Excellence, Data, and Vendor Management teams to align workforce strategies with business priorities. Serve as a trusted workforce management partner and subject matter expert for department leaders.

Work with systems and tools teams to improve workforce management processes, reporting capabilities, and platform functionality. Maintain strong relationships with WFM technology vendors, proactively managing issues, escalations, and enhancement opportunities.

Process & Operational Excellence Ensure data accuracy and integrity across workforce management systems, forecasts, schedules, and reporting outputs. Stay informed on workforce management best practices and recommend improvements that increase efficiency and scalability.

Support training and enablement efforts related to WFM tools, reporting standards, and operational best practices. Continuously evaluate and optimize workforce management processes to support a growing and evolving organization. What Success Looks Like Within 6 Months Demonstrates a strong understanding of workforce management processes, systems, and key performance metrics.

Independently develops and uploads forecasts accurately and on schedule. Confidently handles routine workforce planning requests, including staffing projections, overtime recommendations, and schedule adjustments. Establishes effective working relationships with internal stakeholders and WFM platform partners.

Within 12 Months Independently delivers weekly workforce performance reporting and actionable insights for support leadership. Effectively manages vendor relationships, including issue escalation and resolution tracking. Proactively produces quarterly workforce analyses, including capacity planning, heatmaps, overtime assessments, and staffing recommendations.

Builds trusted partnerships with leaders and cross-functional stakeholders across the organization. Identifies and implements process improvements that increase workforce planning accuracy, efficiency, or scalability. What You'll Bring Required Qualifications Bachelor's degree in Business, Finance, Operations, Analytics, or a related field preferred. 3–5 years of workforce management, workforce analytics, or similar experience, ideally within a contact center, customer support, or operations environment.

Strong understanding of forecasting methodologies, capacity planning, and scheduling principles. Advanced proficiency in Excel or Google Sheets and experience with business intelligence tools such as Power BI, Tableau, or Looker. Strong analytical and problem-solving skills with a data-driven approach to decision-making.

Excellent communication skills, with the ability to translate complex analyses into clear business recommendations. Proven ability to build relationships and influence stakeholders across teams without direct authority. Preferred Qualifications Experience with workforce management platforms such as NICE IEX, Verint, Calabrio, Aspect, or similar tools.

Working knowledge of SQL for data analysis and forecasting support. Experience partnering with outsourced vendors or BPO operations. Project management experience within a fast-paced operational environment. Lean Six Sigma certification (Green Belt or equivalent) or other continuous improvement training.

Skills & Attributes Strong attention to detail and commitment to data accuracy. Excellent organizational skills and ability to manage multiple priorities simultaneously. Adaptable and comfortable navigating change in a fast-paced environment.

Proactive problem-solver with a continuous improvement mindset. Self-motivated and comfortable working independently in ambiguous situations. Collaborative team player who builds strong partnerships across functions. Confident communicator who can effectively present insights to both technical and non-technical audiences.