Capacity Planning Analyst - Customer Experience
Instacart
Capacity Planning Analyst - Customer Experience
Job Description
Responsibilities
- Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions
- Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones
- Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs
- Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements
- Distribute monthly forecasts and outlooks to BPO partners within contractual agreements
- Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization
- Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders
- Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience
Required Qualifications
- Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience
- Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization
- Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools
- Vast experience with data analysis tools and forecasting methods to drive reliable predictions
- Proficiency in SQL for sophisticated database management and data analysis
- Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights
- Comfortable navigating ambiguous situations with an ownership mentality and bias to action
Preferred Qualifications
- Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies
- Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode
- Experience in high-volume, multi-channel contact center environments (phone, chat, email, social media)
- Experience managing workforce planning during peak seasonal periods or rapid business growth
- Knowledge of statistical programming languages such as Python or R for advanced workforce analytics
Required Skills
- Workforce management software (Verint, NICE, Genesys)
- Google Office Suite (Gmail, Google Sheets, Google Docs)
- Slack
- Atlassian tools
- Data analysis tools
- Forecasting methods
- SQL
- Communication
- CRM solutions (Salesforce, Zendesk)
- Tableau, Looker, Mode
- Python or R
Benefits
- Flex First remote work policy
- Highly market-competitive compensation
- New hire equity grant
- Annual refresh grants
Salary Range
$94000 - $125000 USD
Locations
- United States, United States
Salary
94,000 - 125,000 USD / yearly
Skills Required
- Workforce management software (Verint, NICE, Genesys)intermediate
- Google Office Suite (Gmail, Google Sheets, Google Docs)intermediate
- Slackintermediate
- Atlassian toolsintermediate
- Data analysis toolsintermediate
- Forecasting methodsintermediate
- SQLintermediate
- Communicationintermediate
- CRM solutions (Salesforce, Zendesk)intermediate
- Tableau, Looker, Modeintermediate
- Python or Rintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience (experience)
- Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization (experience)
- Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools (experience)
- Vast experience with data analysis tools and forecasting methods to drive reliable predictions (experience)
- Proficiency in SQL for sophisticated database management and data analysis (experience)
- Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights (experience)
- Comfortable navigating ambiguous situations with an ownership mentality and bias to action (experience)
Preferred Qualifications
- Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies (experience)
- Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode (experience)
- Experience in high-volume, multi-channel contact center environments (phone, chat, email, social media) (experience)
- Experience managing workforce planning during peak seasonal periods or rapid business growth (experience)
- Knowledge of statistical programming languages such as Python or R for advanced workforce analytics (experience)
Responsibilities
- Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions
- Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones
- Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs
- Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements
- Distribute monthly forecasts and outlooks to BPO partners within contractual agreements
- Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization
- Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders
- Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience
Benefits
- general: Flex First remote work policy
- general: Highly market-competitive compensation
- general: New hire equity grant
- general: Annual refresh grants
Tags & Categories
Capacity Planning Analyst - Customer Experience
Instacart
Capacity Planning Analyst - Customer Experience
Job Description
Responsibilities
- Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions
- Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones
- Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs
- Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements
- Distribute monthly forecasts and outlooks to BPO partners within contractual agreements
- Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization
- Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders
- Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience
Required Qualifications
- Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience
- Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization
- Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools
- Vast experience with data analysis tools and forecasting methods to drive reliable predictions
- Proficiency in SQL for sophisticated database management and data analysis
- Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights
- Comfortable navigating ambiguous situations with an ownership mentality and bias to action
Preferred Qualifications
- Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies
- Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode
- Experience in high-volume, multi-channel contact center environments (phone, chat, email, social media)
- Experience managing workforce planning during peak seasonal periods or rapid business growth
- Knowledge of statistical programming languages such as Python or R for advanced workforce analytics
Required Skills
- Workforce management software (Verint, NICE, Genesys)
- Google Office Suite (Gmail, Google Sheets, Google Docs)
- Slack
- Atlassian tools
- Data analysis tools
- Forecasting methods
- SQL
- Communication
- CRM solutions (Salesforce, Zendesk)
- Tableau, Looker, Mode
- Python or R
Benefits
- Flex First remote work policy
- Highly market-competitive compensation
- New hire equity grant
- Annual refresh grants
Salary Range
$94000 - $125000 USD
Locations
- United States, United States
Salary
94,000 - 125,000 USD / yearly
Skills Required
- Workforce management software (Verint, NICE, Genesys)intermediate
- Google Office Suite (Gmail, Google Sheets, Google Docs)intermediate
- Slackintermediate
- Atlassian toolsintermediate
- Data analysis toolsintermediate
- Forecasting methodsintermediate
- SQLintermediate
- Communicationintermediate
- CRM solutions (Salesforce, Zendesk)intermediate
- Tableau, Looker, Modeintermediate
- Python or Rintermediate
Required Qualifications
- Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience (experience)
- Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization (experience)
- Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools (experience)
- Vast experience with data analysis tools and forecasting methods to drive reliable predictions (experience)
- Proficiency in SQL for sophisticated database management and data analysis (experience)
- Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights (experience)
- Comfortable navigating ambiguous situations with an ownership mentality and bias to action (experience)
Preferred Qualifications
- Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies (experience)
- Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode (experience)
- Experience in high-volume, multi-channel contact center environments (phone, chat, email, social media) (experience)
- Experience managing workforce planning during peak seasonal periods or rapid business growth (experience)
- Knowledge of statistical programming languages such as Python or R for advanced workforce analytics (experience)
Responsibilities
- Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions
- Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones
- Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs
- Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements
- Distribute monthly forecasts and outlooks to BPO partners within contractual agreements
- Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization
- Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders
- Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience
Benefits
- general: Flex First remote work policy
- general: Highly market-competitive compensation
- general: New hire equity grant
- general: Annual refresh grants
Tags & Categories