Senior Sales Operations Analyst

4 weeks ago


MagstattleBas, Grand Est, United States LinkedIn Full time
Job Summary

LinkedIn is seeking a Senior Sales Operations Analyst to enhance our member and customer experience. This role is pivotal in providing actionable insights for staffing, optimizing operational efficiency, and maintaining a balance between service level agreements and agent work/life harmony.

Key Responsibilities
  • Analyze contact center data across various channels to create and refine workload models, forecast contact volume, handling time, shrinkage, and other relevant metrics.
  • Recommend staffing strategies and hiring plans to align with customer support objectives.
  • Develop, refine, and maintain advanced capacity planning models to accurately forecast short-term and long-term staffing requirements, ensuring operational goals are met while optimizing resource allocation and efficiency.
  • Conduct exploratory data analysis to discover patterns in data, spot anomalies, and formulate hypotheses.
  • Generate and distribute insightful reports/dashboards to leadership, offering actionable intelligence to drive decision-making.
  • Oversee the escalation process, keeping leadership and stakeholders informed of critical issues.
  • Document standard procedures, ensuring clarity and consistency in operations.
  • Present and explain analyses to diverse audiences, including leadership and stakeholders, and lead educational sessions to share knowledge.
Qualifications
  • 3+ years in an analytical role, with a proven track record in forecasting and data analysis.
  • Experience with SQL or similar data manipulation tools.
  • Preferred qualifications include a Bachelor's degree in a relevant field, background in Workforce Planning, econometrics, or business consulting, and experience in applying statistical analysis techniques to datasets.
What We Offer

LinkedIn is committed to fair and equitable compensation practices. The pay range for this role is $80,000 to $123,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location.



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