Operations Support Analyst III

Summary:
The Client is looking for a Staff Capacity Planning Analyst who is passionate about the customer experience, who thinks/acts cross functionally, and who will contribute to major innovations in operations. The ideal candidate will possess both an optimization background that enables them to manage capacity planning, and a demonstrated ability to think broadly and strategically about impacts to Capacity Plans for new initiatives such as product and project roll-outs on a global basis. The successful candidate will experience a wide range of problem solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize supply planning and hiring decisions. The successful candidate will partner with Product Teams, Service Delivery, Partner Management, Talent Acquisition, and Finance leadership.
 
Responsibilities:

• Create optimized headcount and hiring plans for company’s Mailchimp business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
• Mitigate capacity risks by managing dependencies across multiple business units and supply models. Clearly communicate dependencies and manage/track exceptions.
• Partner with internal technology teams on new initiatives, including launch of new internal planning tools.
• Participate in new projects and initiatives such as new product, skill, and contact channel roll-outs on a global basis.
• Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
• Support Service Delivery & Operational teams to optimize staffing requirements.
• Lead global process standardization initiatives.
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders.

• 5+ years of direct experience in Capacity Planning or Labor Modeling
• 3+ years in program/project management
• Experience utilizing Excel and SQL
• Experience translating capacity plans and key performance indicators as well as recommendations to senior leaders
• Excellent Storytelling skills to clearly articulate the From and To and business impacts
• Ability to work successfully in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Exceptional influencing and leadership skills