Workforce Management Sr Analyst

Turn Workforce Data into Intelligent, AI‑Driven Action

At Ingram Micro, we’re the business behind the world’s brands—connecting technology innovators with customers across the globe. With operations in more than 57 countries, our scale, diversity, and digital platforms help businesses grow faster and operate smarter. Join us and help shape the future of global technology distribution.

As a Workforce Management Sr. Analyst, you’ll be a key driver of how our global support organization scales and performs. You’ll ensure the right skills, languages, and support levels are in place across EMEA, AMER, and APAC, enabling us to meet service‑level commitments while balancing cost, quality, and associate experience.

What You’ll Do:

In this role, you’ll own forecasting, capacity planning, scheduling, and real‑time workforce performance across multiple channels and platforms. You’ll partner with Support Operations, Engineering, Product, and regional leaders to turn demand signals into actionable staffing strategies.

As part of Performance Analytics & Continuous Improvement, you’ll also recommend and implement agentic AI and automation solutions—streamlining workforce processes, improving forecast accuracy, accelerating decision‑making, and enabling smarter, more resilient support operations.

What You’ll bring to this role:

• Minimum 5 years in Workforce Management or Support Operations analytics (global, 24×7 preferred).
• Hands‑on experience with forecasting, scheduling, RTA, and capacity planning in a multi‑channel environment.
• Strong proficiency with Excel and analytics tools (e.g., SQL, Power BI/Tableau).
• Experience with Agentic AI/Automation tools for WFM
• Experience with ticketing and telephony/ACD platforms (e.g., Zendesk/Freshdesk, Genesys/Five9/NICE, Salesforce Service Cloud, or similar).
• Demonstrated ability to manage multi‑language queues and tiered support models (T1–T3, engineering escalation).
• Excellent communication skills; able to translate complex analyses into clear operational recommendations.