Sr Planning & Resource Optimization Analyst
Company: LinkedIn
Location: Sunnyvale
Posted on: May 16, 2022
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Job Description:
Company Description
LinkedIn is the world's largest professional network, built to help
members of all backgrounds and experiences achieve more in their
careers. Our vision is to create economic opportunity for every
member of the global workforce. Every day our members use our
products to make connections, discover opportunities, build skills
and gain insights. We believe amazing things happen when we work
together in an environment where everyone feels a true sense of
belonging, and that what matters most in a candidate is having the
skills needed to succeed. It inspires us to invest in our talent
and support career growth. Join us to challenge yourself with work
that matters.
Job Description
Sr Planning & Resource Optimization Analyst
At LinkedIn, we trust each other to do our best work where it works
best for us and our teams. This role offers both hybrid and remote
work options, meaning you can work from home and commute to a
LinkedIn office, depending on what's best for you and when it is
important for your team to be together, or this role can be
performed remotely in most locations in the country of
employment.
This position can be performed in Omaha, Chicago, New York, San
Francisco, Sunnyvale, or remotely depending upon which location the
applicant chosen for the role is currently residing.
LinkedIn's Member & Customer Success (MCS) team is seeking a Sr.
Planning & Resource Optimization Analyst who will enhance the
member and customer experience by providing actionable staffing
insights. ---Key responsibilities in this role include analyzing
contact center data and trends to create detailed workload models,
recommending solutions to improve overall operational efficiency,
as well as maintaining a focus on meeting service level agreements
and maintaining agent work/life balance.
Responsibilities:
Create forecasts of contact volume (email, phone, chat, etc.),
handling time, shrinkage and other workforce related metrics based
on trends and understood business drivers
Determine headcount recommendations and hiring needs for customer
support teams
Develop and evaluate agent schedules to meet operational goals
Intra-day monitoring to optimize resources real time and achieve
goal of providing consistent and timely service to members
Deliver accurate and well-timed reports/dashboards to all levels of
leadership providing actionable insights
Maintain and organize detailed records of contact center data &
trends including service level, response time, etc.
Create and maintain capacity planning models for short-term and
long-term forecasts
Support ad hoc requests & analyses to explore proposed business
changes
Gain proficiency with LinkedIn's WFM enterprise software and drive
system enhancements to accommodate business needs with technology
teams and software vendors as needed
Manage escalation process to ensure leadership and relevant
stakeholders are well informed
Create and maintain documentation to support day to day
procedures
Present & articulate analyses to all levels of leadership and
stakeholder audiences
Prepare and lead instructional and educational presentations
Qualifications
Basic Qualifications:
3+ years of experience in an analytical role
Experience in creating demand, financial or operational
forecasts
Preferred Qualifications:
Bachelor's degree
Experience in Workforce Planning or econometrics
Business consulting experience
Advanced knowledge of MS Excel (vlookups, pivot tables, complex
functions)
Experience with Data Analytics tools such as Tableau, Power BI, R,
Python
Experience with workforce management systems such as Teleopti,
Aspect, NICE, Verint, Genesys, etc.
Comfort in presenting to management and experienced in MS
PowerPoint as means to displaying data analysis
Experience with SQL
Experience with project management and working cross-functionally
with teams
Experience presenting to senior leadership
Superior time management and communication skills with the ability
to synthesize, simplify and explain complex problems to diverse
types of audiences
Knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
Knowledge of social media and consumer Internet practices
LinkedIn is committed to fair and equitable compensation
practices.
The pay range for this role is $74,000 to $115,000. Actual
compensation packages are based on several factors that are unique
to each candidate, including but not limited to skill set, depth of
experience, certifications, and specific office location. This may
be different in other locations due to differences in the cost of
labor.
The total compensation package for this position may also include
annual performance bonus, stock, benefits and/or other applicable
incentive compensation plans. For more information, visit
https://careers.linkedin.com/benefits.
Additional Information
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to
be an equal opportunity employer. LinkedIn considers qualified
applicants without regard to race, color, religion, creed, gender,
national origin, age, disability, veteran status, marital status,
pregnancy, sex, gender expression or identity, sexual orientation,
citizenship, or any other legally protected class. LinkedIn is an
Affirmative Action and Equal Opportunity Employer as described in
our equal opportunity statement here:
https://lnkd.in/equalemploymentopportunity2017. Please reference
the following information for more information:
https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.
Please reference the following information for more information:
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
and
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
for more information.
LinkedIn is committed to offering an inclusive and accessible
experience for all job seekers, including individuals with
disabilities. Our goal is to foster an inclusive and accessible
workplace where everyone has the opportunity to be successful.
If you need a reasonable accommodation to search for a job opening,
apply for a position, or participate in the interview process,
connect with us at accommodations@linkedin.com and describe the
specific accommodation requested for a disability-related
limitation.
Reasonable accommodations are modifications or adjustments to the
application or hiring process that would enable you to fully
participate in that process. Examples of reasonable accommodations
include but are not limited to:
Documents in alternate formats or read aloud to you
Having interviews in an accessible location
Being accompanied by a service dog
Having a sign language interpreter present for the interview
A request for an accommodation will be responded to within three
business days. However, non-disability related requests, such as
following up on an application, will not receive a response.
LinkedIn will not discharge or in any other manner discriminate
against employees or applicants because they have inquired about,
discussed, or disclosed their own pay or the pay of another
employee or applicant. However, employees who have access to the
compensation information of other employees or applicants as a part
of their essential job functions cannot disclose the pay of other
employees or applicants to individuals who do not otherwise have
access to compensation information, unless the disclosure is (a) in
response to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by LinkedIn, or (c) consistent with
LinkedIn's legal duty to furnish information.
San Francisco Fair Chance Ordinance
Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will
consider for employment qualified applicants with arrest and
conviction records.
Pay Transparency Policy Statement
As a federal contractor, LinkedIn follows the Pay Transparency and
non-discrimination provisions described at this link:
https://lnkd.in/paytransparency.
Global Data Privacy Notice for Job Candidates
Please follow this link to access the document that provides
transparency around the way in which LinkedIn handles personal data
of employees and job applicants:
https://legal.linkedin.com/candidate-portal.
Keywords: LinkedIn, Sunnyvale , Sr Planning & Resource Optimization Analyst, Professions , Sunnyvale, California
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