[Hiring] Capacity Planning Forecast Analyst @ZINC Zillow, Inc.
Apr 07, 2025 - ZINC Zillow, Inc. is hiring a remote Capacity Planning Forecast Analyst. 💸 Salary: $79,300 - $126,700 annually. 📍Location: USA.
Role Description
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.
- 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
Qualifications
- Bachelor's degree or equivalent experience, preferably in Operations, Finance, Business Administration, or other quantitative field preferred
- 3-5 years of forecasting and capacity planning experience in a multi-channel contact center environment
- Experience using workforce management applications to assist with planning processes (preferably using Aspect)
- Experience using administrative and reporting functions in interaction (ACD, CRM) platforms such as Genesys or Salesforce
- Sophisticated user of Microsoft Excel / Google Sheets, with the ability to create pivot tables, nested formulas, visualizations and build queries to import/export data from multiple sources
- Strong financial and business sense, and ability to demonstrate analytical capability
- Proficiency in planning using productive hours models to optimize workforce efficiency
- Experience collaborating with outsourced vendors to enhance operational performance
- Able to work independently and creatively in ambiguous environments
- Excellent verbal and written skills
- High accuracy of work; champions open two-way communication; be a problem solver; ask the right questions
Benefits
These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off.
Company Description
Zillow is reimagining real estate to make home a reality for more and more people. As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
$79,300 - $126,700 annually
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 07, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
