About the Role

Support Operations is one of our core operations teams, responsible for making sure that when things go wrong, there's always someone there to make it right. The team designs, manages, and operates a large and growing global network of support centers, with the goal of delivering a world-class customer experience every time.

We're looking for an experienced Workforce Planner to help develop and scale our support lines of business. This role is central to planning monthly, daily, and hourly staffing levels, and to keeping hiring plans current so we consistently deliver best-in-class service. You'll play a key part in improving forecast accuracy, reporting, and how we plan around floor staff utilization and efficiency — for a 24/7/365 organization, wherever it operates.

You're excited about this opportunity because you will…

Capacity planning

• Build and maintain support capacity plan models at the monthly, weekly, and interval level, using a quantitative model to determine the staff required to service forecasted volumes
• Match staffing supply to required staff to ensure efficient service level attainment, and make hiring, ramp, and staff-reduction recommendations
• Keep capacity plans and assumptions accurate, current, and aligned to source-of-truth headcount data, auditing regularly for accuracy
• Ensure alignment from the smallest site/team level of detail up through the broader org-wide capacity plan
• Maintain documentation of planning methodology, assumptions, and processes, and continually improve the planning tools, models, and templates themselves

Forecasting & scenario planning

• Forecast incoming contact volume using historical and benchmark data, tracking deviations between forecast and actuals on a regular cadence
• Build, update, and present "what-if" scenarios to evaluate potential changes and support upcoming initiatives, as well as annual, half-year, and quarterly planning scenarios for long-range and financial planning
• Build and validate capacity models for new lines of business, queues, or markets, and identify overtime activation needs while ensuring compliance with local labor regulations in each region you support
• Build out and report on seasonality trends for a complex, growing organization

Performance & insights

• Dig into historical data to surface insights that improve support operations, speed, quality, and customer experience
• Monitor service level performance, perform SL-miss analysis, and feed those insights back into planning