Senior Analyst, Workforce Management

Poshmark, Inc.

Job Overview

Location

Chennai, Tamil Nadu, India

Job Type

Full-time

Full Job Description

📋 Description

• Senior Analyst, Workforce Management role at Poshmark, Inc. to support global Operations teams by ensuring the right people are in the right place at the right time across Customer Support, Platform Protection, and other support functions worldwide.
• Day-to-day responsibilities include analyzing historical support volume trends to develop short-, medium-, and long-term forecasts; creating and maintaining staffing plans and schedules; monitoring workforce metrics like utilization, shrinkage, adherence, and forecast accuracy; building and maintaining dashboards in Looker; conducting ad hoc analyses for capacity assessments and overtime planning; collaborating with Operations, Training, Process Excellence, Data, and Vendor Management teams; ensuring data integrity across WFM systems; and recommending process improvements for efficiency and scalability.
• Poshmark is the leading fashion marketplace with 165 million members, where style comes alive through discovery, self-expression, and human connection, empowering sellers and keeping fashion in circulation through a social shopping experience.
• The role offers the opportunity to become a trusted workforce management subject matter expert, deliver actionable insights to operational leaders, independently deliver weekly workforce performance reporting within 12 months, proactively produce quarterly workforce analyses, and implement process improvements that increase workforce planning accuracy, efficiency, or scalability while working with cross-functional stakeholders across the business.

🎯 Requirements

• 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
• 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
• Experience with workforce management platforms such as NICE IEX, Verint, Calabrio, Aspect, or similar tools (preferred)
• Working knowledge of SQL for data analysis and forecasting support (preferred)

🏖️ Benefits

• Opportunity to support global Operations teams and impact workforce planning across Customer Support, Platform Protection, and other support functions worldwide
• Highly visible, hands-on role solving complex problems and collaborating with teams across the business to drive continuous improvement
• Chance to build trusted partnerships with leaders and cross-functional stakeholders across the organization
• Ability to independently deliver weekly workforce performance reporting and actionable insights for support leadership within 12 months
• Opportunity to proactively produce quarterly workforce analyses, including capacity planning, heatmaps, overtime assessments, and staffing recommendations
• Support for training and enablement efforts related to WFM tools, reporting standards, and operational best practices

Skills & Technologies

Senior

Onsite

Degree Required

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Poshmark, Inc.

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About Poshmark, Inc.

Poshmark operates a social commerce marketplace where users buy and sell new and secondhand fashion, accessories, beauty, and home goods. Founded in 2011 and headquartered in Redwood City, California, the platform combines mobile listings, peer-to-peer shipping, and community features such as virtual Posh Parties. Sellers photograph items with their phones, set prices, and ship directly to buyers using prepaid labels. The company earns revenue through transaction fees and optional seller services, while offering authentication for luxury items. Poshmark expanded into Canada in 2019 and Australia in 2020, and was acquired by Naver in January 2023.

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