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.

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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

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Account Services Workforce Planning Principal Analyst

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Why We Have This Role

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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.

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How You’ll Find Success

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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:

\n\nCollaborate 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.\nFormulate strategic recommendations aimed at optimizing our workforce, including efficient scheduling practices, identifying timely hiring needs, and addressing both backlog challenges and surplus capacity.\nImplement consistent team practices, including clear PTO and sick day policies, to effectively manage capacity.\nWork closely with business leaders to implement your initiatives, ensuring measurable impact for both the Company and our clients.\nSuccessfully implementing and maturing Workforce Management and Planning to improve Account Services' SLA performance and reduce costs.\n\n\n

 

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How You’ll Grow

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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:

\n\nHands-on experience with emerging technologies\nOpportunities to own and drive initiatives and strategic projects\nOpportunities to demonstrate leadership, mentoring, and knowledge sharing across the organization\nAvenues to pursue continuous learning and acquisition of new skills in technology, project management, and personal growth\n\n

 

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Things You’ll Do

\n\nWeekly 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.\nUnderstand full ‘scope’ of forces that may impact capacity or demand: business headwinds, team initiatives, system changes\nRegularly 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.\nCreation of a long-term analytical model to forecast our global capacity. \nWorking directly with leaders and our FP&A team on a monthly/quarterly basis to assure we are hiring the right amount of people. \nBe a critical contributor in our annual budget planning process with leadership and FP&A.\nAnalysis to identify strategic and tactical changes to our workforce planning and optimization processes and systems\n\n

 

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What We’re Looking For On Your Resume

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We know that women and people from underrepresented groups tend to not apply unless they meet all the criteria - if you believe you are qualified for the role, we encourage you to apply even if you don't meet all the criteria.

\n\nExcellent verbal and written communication skills\n2-5 years total experience in operations, analytics, finance, or workforce management\nStrong analytical problem-solving skills and experience creating analytical forecasts\nAbility to work cross-functionality and influence outcomes without direct authority\nExperience managing priorities and timelines without significant oversight\nProficient in Excel and other analytics tools (i.e. SQL, Tableau, R, Python, PowerBI, SPSS)\nExperience extracting/analyzing data from enterprise workforce management tools (i.e. Genesys, NICE, Verint, Calabrio)\nAbility to travel occasionally to meet/collaborate with stakeholders in other offices around the globe \nA Bachelor’s degree or greater\n4+ years experience in workforce and/or call-center planning\n4+ years experience in a highly analytical role\nA creative problem-solver with a build-it mentality\nPrior experience in a workforce management function for a mid-large call center or contact center\nPrior experience managing labor cost budgets\nPrior experience creating operational demand or capacity forecasts, especially for newly created teams\nDegree in statistics, data analytics, data science, or other related STEM degree\n\n

 

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What You Should Know About This Team

\n\nHeart of Qualtrics: The Account Services Team is essential to Qualtrics' success, establishing client relationships and delivering solutions.\nClient-Focused: This team is dedicated to understanding goals, advocating for them, and driving operational improvements.\nCross-functional Collaboration: Collaboration across internal teams drives customer success and influences product enhancements.\nGlobal Impact: This role engages with some of the world's largest organizations, shaping their customer experience programs.\n\n

 

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Our Team’s Favorite Perks and Benefits

\n\nWork life integration is deeply important to us - we have frequent office events, team outings, and happy hours\nQualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)\n30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)\nOn top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices\n\n

 

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The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

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Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

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​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

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Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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