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Sr Planning & Resource Optimization Analyst

Company: LinkedIn
Location: Sunnyvale
Posted on: May 16, 2022

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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