Digital UX Designer, Enablement Platforms

Work Force Management Analyst – Autodesk

Job Description – WFM Planning Analyst

About the Position

We’re excited to welcome a talented WFM Planning Analyst to our Autodesk Customer Technical Success team. In this role, you’ll play a key part in optimizing workforce efficiency and elevating our planning processes. Your core responsibilities will include generating and optimizing advanced schedules, managing short‑term forecasts, and supporting data‑driven decision‑making. Your analytical mindset, attention to detail, and ability to translate insights into action will be instrumental in driving operational excellence.

You’ll also lead initiatives to improve workforce management processes across our global support organization – identifying efficiencies, implementing automation, and delivering impactful insights that guide strategic decisions.

Key Responsibilities

• Monitor daily operations and performance, providing data‑backed recommendations to optimize coverage, service levels, and abandon‑rate targets.
• Analyze trends to identify gaps and opportunities, advising on headcount requirements to achieve service‑level goals.
• Ensure staffing aligns with forecasted demand, balancing efficiency with SLA protection.
• Plan and schedule shrinkage and non‑productive activities to minimize service impact.
• Participate in weekly WFM meetings with department leadership to review forecasts, identify risks, and recommend scheduling improvements.
• Analyze and report on historical data to uncover opportunities for performance improvement and KPI attainment.
• Oversee WFM software systems to ensure accuracy, reliability, and optimal performance in forecasting and scheduling.
• Develop and implement process improvements that enhance workforce efficiency and service delivery.
• Create new reporting and visualization solutions while automating existing reports.
• Deliver ad‑hoc and performance reports to leadership in a timely, accurate manner.

Basic Qualifications

• 4+ years of Workforce Management experience with strong forecasting and scheduling knowledge.
• 2+ years of experience in a contact center or support environment.
• Proficiency with Calabrio, IEX, Verint, or Aspect WFM platforms.
• Strong interpersonal and communication skills, with the ability to collaborate across global teams.
• Intermediate to advanced skills in Excel and/or Power BI (e.g., VLOOKUP, PivotTables, SUMIFS, SUMPRODUCT).
• Proven ability to analyze, interpret, and summarize large data sets to inform decision‑making.
• Strong strategic planning, analytical, and problem‑solving skills.
• Ability to manage multiple projects effectively within defined timeframes.

Benefits

From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting

Salary Transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $64,000 and $110,440. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

Equal Employment Opportunity

At Autodesk, we’re building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal‑opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Diversity & Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here:

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