Analyst, Capacity Planning

Remote

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Instacart
Order delivery or pickup from more than 300 retailers and grocers. Download the Instacart app now to get groceries, alcohol, home essentials, and more delivered in as fast as 1 hour to your front door or available for pickup from your favorite...
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We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together. 

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.

Analyst, Capacity Planning 

OVERVIEW

The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.

The ideal fit for this role is an analyst with experience in a high volume, multi-site, contact center setting. We're looking for a candidate that has previous contact center Workforce Management experience, is highly analytical, an effective multi-tasker, and is detail-oriented.

ABOUT THE JOB 

  • Manage partner (labor vendor) relationships and performance from a Workforce Management (WFM) perspective
  • Analyze and report historical data and trends
  • Partner with Vendor Management to develop weekly and long-range capacity plans per partner
  • Participate in contact volume forecasting and planning (call, chat, email)
  • Meet with internal and external stakeholders to gather all relevant assumptions for planning
  • Develop and improve processes and procedures

ABOUT YOU 

  • 2+ years call center experience in a workforce management environment, and/or other analyst role
  • 2+ years experience with workforce management software, preferably Verint Workforce Management, formerly Verint Impact 360 and Blue Pumpkin
  • 1+ year Forecasting experience
  • Strong analytical skills
  • Ability to gather and analyze statistical data and generate reports
  • Strong knowledge of Microsoft Excel, Google Suite, SQL experience preferred
  • Knowledge of Periscope and Sisense a plus
  • Ability to prepare and present reports accurately and well within the time frame specified
  • Ability to maintain composure in critical situations and communicate effectively, both written and verbal
  • Display a high level of professionalism, integrity, and maturity
  • Detail oriented with good organization and time management skills
  • Strong interpersonal skills with the ability to work effectively with individuals at all levels

ABOUT INSTACART

Founded in 2012, Instacart is a leader in North American online groceries and one of the fastest-growing companies in e-commerce. Our same-day delivery and pickup services bring everyday essentials and fresh groceries to consumers in the U.S. and Canada in as fast as an hour. We have partnered with more than 300 beloved national, regional and local retailers to deliver from more than 20,000 stores across more than 5,500 cities in North America. 

We believe that great people are the ingredients for success. We like to think that we are like a potluck—everyone brings something new, different and flavorful to the table. We believe that just as meals are best shared together, success is best shared together. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal: to make grocery shopping effortless for everyone. If this resonates with you, then Instacart just might be the place for you. Welcome home. 

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

Job region(s): Worldwide/Anywhere
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