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

This workforce planning analyst role oversees our Account Services team capacity. This is a high-profile, analytical, and operational role that is central to scaling our growth for this newly launched team. In this role, you will:

• Collaborate with the senior leadership team in Account Services to comprehensively understand departmental processes, using this insight to develop effective workforce management strategies, starting with creating accurate volume forecasts.
• Formulate strategic recommendations aimed at optimizing our workforce, including efficient scheduling practices, identifying timely hiring needs, and addressing both backlog challenges and surplus capacity.
• Implement consistent team practices, including clear PTO and sick day policies, to effectively manage capacity.
• Work closely with business leaders to implement your initiatives, ensuring measurable impact for both the Company and our clients.
• Successfully implementing and maturing Workforce Management and Planning to improve Account Services' SLA performance and reduce costs.

 

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 Lookin