Turn Workforce Data into Intelligent, AIDriven 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 servicelevel commitments while balancing cost, quality, and associate experience.
What You'll Do:
In this role, you'll own forecasting, capacity planning, scheduling, and realtime 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 decisionmaking, 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).
- Handson experience with forecasting, scheduling, RTA, and capacity planning in a multichannel 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 multilanguage queues and tiered support models (T1–T3, engineering escalation).
- Excellent communication skills; able to translate complex analyses into clear operational recommendations.
At Ingram Micro, we invest in your growth. You'll work in a diverse, valuesdriven environment shaped by
results, integrity, imagination, courage, responsibility, and talent—with opportunities to learn, innovate, and build a longterm career.
Let's shape tomorrow—together. 
