WFM Analyst

Tractive is the most trusted name for keeping cats and dogs safe and healthy. The secret to our success? A team of truly unique individuals who care about each other just as much as going the extra mile for pet parents. Want to be part of our story? Check out this role and see if you’re a good match!

Your territory

As part of our Customer Experience team, you will:

• Drive workforce management and planning across our global support team to meet service level expectations
• Build tailored WFM models based on project-specific requirements and update them regularly
• Analyze historical data to support forecasting and capacity planning for multiple support channels (calls, chat, email)
• Calculate staffing requirements for ad hoc needs and new project launches
• Develop and maintain optimal scheduling aligned with forecasted volume and SLAs
• Monitor operational KPIs including shrinkage, adherence, and occupancy to ensure workforce efficiency
• Communicate performance trends and improvement recommendations to stakeholders
• Identify and implement improvements in workforce planning processes and tools
• Provide guidance and support to the team on WFM-related best practices and methodologies
• Maintain flexibility to adapt to business needs and time-sensitive requests
• Bring in your fresh ideas to make Tractive better - you’ll never hear the phrase “...because that’s how we’ve always done things”
• Continuously grow personally and professionally, take ownership of areas that show your potential, and attend workshops which help you get to the next level

Your profile

Key requirements:

• 3–5 years of experience in call center operations, ideally in a global or multi-channel environment
• Hands-on experience with workforce management tools and analytics
• Strong background in forecasting and planning across various communication channels
• Advanced proficiency in Microsoft Excel and data analysis; SQL knowledge is a plus
• Strong communication skills with the ability to collaborate across departments
• Self-motivated, detail-oriented, and able to handle multiple priorities in a fast-paced environment
• Valid Austrian work permit

Does this sound like you?

• A problem solver who thrives on making operations run smoothly
• Analytical and structured in your approach to challenges
• Curious and always looking to optimize and improve
• Passionate about Tractive’s mission and products
• Excited to work in Austria alongside an outstanding team