Senior Capacity Planning Analyst

About the team

The Senior Capacity Planning Analyst is part of the Contact Center Operations team at Zillow. We support multiple lines of business with planning and setting strategic direction, identifying and influencing how strategy is implemented, and ensuring accountability for the outcomes. We are heavy hitters who think big, adapt quickly, and team up to deliver results!

About the role

The Senior Capacity Planning Analyst is a key contributor to and leader of planning and strategy for Zillow. The analyst showcases their expertise in forecasting and long-term planning, being able to shift between traditional workforce planning frameworks and new and innovative models to meet the evolving needs of the programs we support. The analyst collaborates with partners across Zillow to improve planning models, optimize staffing strategies, and deliver agile resource allocation. The analyst will be proficient in seeing opportunities in data, producing stories that present those insights, and influencing leaders to adjust or adopt new changes to their strategic plans.

You Will Get To:

• Build capacity planning and forecast models from the ground up

• Innovate on existing workforce planning concepts and create new models which address fast paced operations in a licensed or deferred/funnel sales and support workflow

• Improve the accuracy of forecasts and provide analysis to identify, assess and mitigate risks associated with changes to key business drivers

• Influence planning strategies for Operations teams by optimizing staffing inputs and finding opportunities to improve delivery of work hours

• Partner with Finance, Product, Business Analytics and Operations teams to align on contact center costs for both internal and vendor organizations

• Drive cost savings initiatives around FTE capacity planning through occupancy and schedule efficiency, queue design, and workload simplification

• Provide solutions and recommendations to improve operational efficiency, including the optimization of performance and cost per contact metrics

• Report out on interval, daily, weekly and monthly performance against plan

• Other duties and responsibilities as assigned

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $79,300.00 - $126,700.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• Bachelor's degree or equivalent experience, preferably in Operations, Finance, Business Administration, or other quantitative field preferred

• 3-5 years of forecasting and capacity planning experience in a multi-channel contact center environment

• Experience using workforce management applications to assist with planning processes (preferably using Aspect)

• Experience using administrative and reporting functions in interaction (ACD, CRM) platforms such as Genesys or Salesforce

• Sophisticated user of Microsoft Excel / Google Sheets. Ability to create pivot table, nested formulas, visualizations and build queries to import/export data from multiple sources

• Strong financial and business sense, and ability to demonstrate analytical capability

• Proficiency in planning using productive hours models to optimize workforce efficiency

• Experience collaborating with outsourced vendors to enhance operational performance

• Able to work independently and creatively in ambiguous environments

• Excellent verbal and written skills

• High accuracy of work; champions o