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Capacity Planning Analyst – Customer Experience

Customer SupportCustomer SupportFull TimeRemoteTeam 1,001-5,000Since 2012H1B SponsorCompany Site LinkedIn

Location

United States

Posted

110 days ago

Salary

$94K - $125K / year

Bachelor DegreeEnglishSQLTableau

Job Description

• 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

Job Requirements

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.
Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies (Preferred)
Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode (Preferred)

Benefits

Instacart provides highly market-competitive compensation and benefits around the world
Eligible for a new hire equity grant as well as annual refresh grants