Sr Capacity Planning Analyst
3 weeks ago
We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don't just want you to work here. We want you to grow and thrive here.
We're embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Why are we hiring?
Well, we're growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
What You'll Do
The Sr Capacity Planning Analyst is responsible for creating and influencing staffing recommendations for internal staffed resources to ensure both service level and key performance indicators are achieved. This is a high-impact and high-visibility role with meaningful interaction with senior leadership and with goals that directly impact the bottom line of the business. A successful candidate is experienced, solutions-oriented, comfortable with ambiguity, innovative in developing best-in-class staffing programs and has a passion for building data-driven recommendations that improve business operations.
Primary responsibilities include:
- Ensure we have the right contact center footprint and hiring plans to deliver for near-term and long-range demand
- Optimize our footprint for customer experience, cost, and business continuity by creating hiring and staffing recommendations
- Create staffing plans at weekly level for contact centers, with individual ownership for our Specialty contact centers
- Analyze and deliver forecasts for AHT, attrition, and shrinkage based on recent trends and future projections
- Run scenarios and make recommendations to reduce workload and improve productivity for partner teams
- Understand and adapt to a constantly changing operating environment
- Collaborate with senior internal operations and outsource partners
- Thought partnership to help design new or non-traditional experiences, including creative solutions regarding seasonal staffing, recruitment fill rates, and agent productivity
- Create tools and insightful reports to identify outliers across multiple metrics
- Partner with Finance to optimize labor cost forecasting and spend
- Partner with Operations teams to bring transparency to trends, outliers, and possible improvements to agent and customer experience as well as cost
- Minimum of 2-3 years of experience in capacity planning/forecasting
- Ability to produce short- and long-term staffing plans
- Extensive knowledge of capacity metrics
- Excellent analytical skills
- Strong proficiency with Google Suite and/or Microsoft Office (Excel, Word, PowerPoint)
- Intellectual curiosity and ability to think creatively and problem solve
- Comfort and ease leveraging data to inform decision making and to influence strategy
- Strong interpersonal and presentation skills
- Ability to clearly communicate across all levels of the organization
- Experience supporting a variety of channels, from voice to chat contact centers
- Experience in workforce management systems (i.e., IEX, eWFM, Blue Pumpkin, Five9, etc.) or experience with scheduling or analytical software
- Proficiency in SQL (or similar database query languages)
- Experience with Tableau (or similar BI platforms)
- Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
- Aim High - Always challenging oneself and others to raise the bar.
- No Ego - "no job too small" attitude, and open, inclusive and humble style.
- One Team - highly collaborative approach to achieving success.
- Lift As We Climb - A track record of investing in developing others and helping others succeed.
- Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.
We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.
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