Senior workforce Management and AI Analyst

Change the way the world travels Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours. Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step. Team mission We empower GetYourGuide's Care ecosystem to deliver exceptional customer experiences by providing strategic insights, forecasting excellence, and data-driven decision-making capabilities that serve all our stakeholders—from customer support teams to supplier operations and beyond. Your Mission As Senior Workforce Management Analyst , you will be instrumental in optimizing workforce performance and driving operational excellence across GetYourGuide's global Care ecosystem. Your mission encompasses: Workforce Planning & Forecasting Deliver accurate long-term, medium-term, and short-term workforce planning and forecasting across Customer Care Operations Support budget planning processes with data-driven capacity models and cost projections Contribute to the design and implementation of a new, flexible workforce management setup that scales with business growth Analytics & AI-Driven Insights Leverage AI and analytics to enhance forecasting accuracy and optimize staffing efficiency Develop and maintain workforce models, dashboards, and reporting frameworks that drive informed decision-making Identify trends, inefficiencies, and opportunities to improve operational performance Collaboration & Stakeholder Support Partner with Care Operations teams, BPO partners, and cross-functional stakeholders (including supplier ops) to ensure optimal resource allocation Provide analytical support for capacity planning, scheduling, and SLA adherence Contribute to the continuous evolution of WFM processes, tools, and best practices Your Toolkit 5+ years in Workforce Management , ideally in scale-up or high-growth environments Deep understanding of forecasting methodologies with proven ability to build accurate capacity models Expert-level Google Sheets/Excel skills – advanced formulas, data modeling, and extracting insights from large datasets Experience leveraging AI and automation to enhance forecasting accuracy and optimize workforce planning Excellent stakeholder management & communication skills – translating complex data into clear narratives and driving alignment Ability to integrate multiple data sources to develop comprehensive forecasts and budget models Customer-centric mindset – making resourcing decisions that balance customer needs with operational efficiency Agile and adaptable – thriving in dynamic environments with outside-the-box thinking and rapid response to change Practical, solution-oriented approach with a focus on driving measurable impact Extras that give you an edge Experience with SQL for data extraction and analysis Python proficiency for advanced analytics, automation, and forecasting models Track record of implementing or contributing to WFM solutions (e.g., system migrations, new platform rollouts) Experience with LLM APIs (OpenAI, Gemini, Anthropic) for AI-driven automation and insights Familiarity with contact center technologies and workforce management platforms Background in building or optimizing flexible workforce models (hybrid, BPO, gig economy) How we’ll make your career journey extraordinary Annual personal growth budget and mentorship programs for continuous learning and development Work from anywhere in the world for 30 days per year A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time. Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide