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Capacity Planning Analyst - Customer Experience

Instacart

Capacity Planning Analyst - Customer Experience

Instacart logo

Instacart

full-time

Posted: November 24, 2025

Number of Vacancies: 1

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

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Tags & Categories

Customer Experience & OperationsGrocery DeliveryTechE-commerceCustomer Experience & Operations

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Instacart logo

Capacity Planning Analyst - Customer Experience

Instacart

Capacity Planning Analyst - Customer Experience

Instacart logo

Instacart

full-time

Posted: November 24, 2025

Number of Vacancies: 1

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

Target Your Resume for "Capacity Planning Analyst - Customer Experience" , Instacart

Get personalized recommendations to optimize your resume specifically for Capacity Planning Analyst - Customer Experience. Takes only 15 seconds!

AI-powered keyword optimization
Skills matching & gap analysis
Experience alignment suggestions

Check Your ATS Score for "Capacity Planning Analyst - Customer Experience" , Instacart

Find out how well your resume matches this job's requirements. Get comprehensive analysis including ATS compatibility, keyword matching, skill gaps, and personalized recommendations.

ATS compatibility check
Keyword optimization analysis
Skill matching & gap identification
Format & readability score

Tags & Categories

Customer Experience & OperationsGrocery DeliveryTechE-commerceCustomer Experience & Operations

Related Jobs You May Like

No related jobs found at the moment.