Jobs
>
Boston

    Sr Capacity Planning Analyst - Boston, United States - SimpliSafe

    SimpliSafe
    SimpliSafe Boston, United States

    2 weeks ago

    Default job background
    Description

    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

    • What You'll Bring

  • 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

    • What we'd love to see (but isn't required):

  • 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)

    • What Values You'll Share:

  • 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.
  • NewGlobe

    Financial Analyst, Financial Planning

    1 week ago

    NewGlobe Cambridge, United States

    **Who We Are**: · NewGlobe supports visionary governments in transforming public education systems, which are the cornerstone of a prosperous, equitable, and peaceful society. · With a comprehensive system transformation platform and data-driven educational services, NewGlobe del ...

  • Commonwealth of Virginia

    Planning Analyst

    1 day ago

    Commonwealth of Virginia Suffolk, United States Part time

    Job Duties · District PIM · Support District PIM section and project development by coordinating planning efforts with land development, programming, and project development activities; provide recommendations based on highway needs assessments, long range plans and regional stu ...

  • New Globe Inc

    Financial Analyst, Financial Planning

    3 weeks ago

    New Globe Inc Cambridge, United States

    Who We Are · NewGlobe supports visionary governments in transforming public education systems, which are the cornerstone of a prosperous, equitable, and peaceful society. · With a comprehensive system transformation platform and data-driven educational services, NewGlobe deliver ...

  • SS&C

    Retirement Plan Conversion Analyst

    1 day ago

    SS&C Quincy, United States

    SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 of ...

  • National Grid

    Analyst, Capital Project Planning

    1 week ago

    National Grid Waltham, United States

    **About us**: · Superpowered. Meaningful work. Human impact. A story we're proud to tell. This is what matters to us at National Grid. In a world of complexity and unanswered questions, there is one thing we're certain about: the power of our people. The magnitude of our purpose— ...

  • City of Cambridge

    Planning Data Analyst

    3 weeks ago

    City of Cambridge Cambridge, United States

    Working under the direction of the Senior Manager for Data Services, the Planning Data Analyst will provide data analysis and visualization support to 60+ staff related to the Community Development Department. The Planning Data Analyst will work across the department to help scop ...

  • CarGurus

    Principal Strategic Planning Analyst

    4 days ago

    CarGurus Cambridge, United States

    Manage our core KPIs for our Instant Max Cash Offer business, a subset of our C 2 D business, responsible for measuring business performance and providing recommendations to achieve our operating plan, including financial, operating and consumer expe Planning Analyst, Strategic, ...

  • NewGlobe

    Financial Analyst, Financial Planning

    3 weeks ago

    NewGlobe Cambridge, United States Full time

    Who We Are · NewGlobe supports visionary governments in transforming public education systems, which are the cornerstone of a prosperous, equitable, and peaceful society. · With a comprehensive system transformation platform and data-driven educational services, NewGlobe delivers ...

  • Corbus, LLC

    Logistics Planning Analyst

    2 weeks ago

    Corbus, LLC Lynn, United States

    Job Description · Job DescriptionCorbus, LLC is currently seeking a Logistics / Planning Analyst. This position supports the military customer needs, helps with forecasting and inventory of parts, improves readiness and drives savings. Performance elements include: material avail ...

  • CarGurus

    Principal Strategic Planning Analyst

    12 hours ago

    CarGurus Cambridge, United States Full time

    · Who we are · At CarGurus (NASDAQ: CARG), our mission is to give people the power to reach their destination. We started as a small team of developers determined to bring trust and transparency to car shopping. Since then, our history of innovation and go-to-market acceleration ...

  • East Boston Neighborhood Health Center

    Senior Health Plan Analyst

    3 weeks ago

    East Boston Neighborhood Health Center Revere, United States

    Thank you for your interest in careers at EBNHC · Everywhere you turn, you can feel it. There's an immeasurable level of enthusiasm at East Boston Neighborhood Health Center (EBNHC), one of the largest community health centers in the country. From the nurses and physicians on the ...

  • East Boston Neighborhood Health Center

    Senior Health Plan Analyst

    3 weeks ago

    East Boston Neighborhood Health Center Revere, United States Full time

    Description: · Reporting to the Director of Health Plan Operations, Senior Health Plan Analyst supports Senior Care Programs within EBNHC in all aspects of health plan monitoring and data analytics. The Senior Health Plan Analyst will research and evaluate health plan informatio ...

  • New Globe Inc

    Senior Financial Analyst, Financial Planning

    3 weeks ago

    New Globe Inc Cambridge, United States

    Who We Are · NewGlobe supports visionary governments in transforming public education systems, which are the cornerstone of a prosperous, equitable, and peaceful society. · With a comprehensive system transformation platform and data-driven educational services, NewGlobe delive ...

  • Advantage Solutions

    Analyst - Retail Space Planning

    4 weeks ago

    Advantage Solutions Quincy, United States

    · Analyst - Retail Space Planning · Job Locations · US-MA-Quincy · Primary Posting Location : City · Quincy · Primary Posting Location : State/Province · MA · Primary Posting Location : Postal Code · 02169 · Primary Posting Location : Country · US · Requisition ID · Position Typ ...

  • Sensata Technologies

    Financial Planning Analyst

    4 weeks ago

    Sensata Technologies Attleboro, United States

    The Financial Planning Analyst is responsible for a variety of aspects including forecasting, budgeting, reporting, and analyzing the companys finance and expenses. General Responsibilities - Perform financial forecasting, reporting, and operationa Planning Analyst, Financial Pla ...

  • Point32Health

    Senior Financial Planning Analyst

    2 weeks ago

    Point32Health Canton, United States

    The Senior Financial Planning Analyst serves as the key financial support person to a subset of enterprise functional areas. The position will report to the Sr Manager of Financial Planning & Analysis and provides business partner support and analysis. This role assists with the ...

  • BJ's Wholesale Club

    SR Planning Analyst

    2 weeks ago

    BJ's Wholesale Club Marlborough, United States

    Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJs Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their au ...

  • SharkNinja

    Category Demand Planning Analyst Opportunities

    4 days ago

    SharkNinja Needham, United States Full time

    Our purpose is to positively impact people's lives every day in every home around the world We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with gre ...

  • LoadSpring Solutions, Inc.

    Sr Financial Planning Analyst

    3 weeks ago

    LoadSpring Solutions, Inc. Burlington, United States

    Job Description · Job DescriptionDescription:LoadSpring is expanding beyond hosting into the world of predictive transformation. At LoadSpring, we bridge innovation and transformation with our LoadSpring Cloud Platform and the integrated data capabilities we provide through LoadS ...

  • Raytheon Technologies Corporation

    Analyst, Materials Planning SIOP

    3 weeks ago

    Raytheon Technologies Corporation Andover, United States

    Raytheon has an opening for a Material Planning and Production Control Specialist at our Andover, MA facility. The successful candidate has experience with Material Requirements Planning (MRP) systems in a manufacturing environment and utilizes data- Analyst, Materials, Planning, ...