Capacity Planning Forecast Analyst

About the team

The Capacity Planning Forecast 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 Capacity Planning Forecast 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, Nevada, New York and Washington the standard base pay range for this role is $80,900.00 - $129,200.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Nevada, New York …