Capacity Planning Analyst

About the teamThe Capacity Planning Analyst is part of the Contact Center Operations team. This team supports multiple lines of business throughout Zillow, setting strategic directions, figuring out how strategy gets implemented, and being responsible for the results that flow from strategy. The team operates in a collaborative environment. We are heavy hitters who think big, adapt quickly, and team up to deliver results!

About the role

The Capacity Planning Analyst is responsible for preparing accurate and timely forecasts for a high-volume operations team. The Capacity Planning Analyst will determine lead/task volume, analyze contact arrival patterns, see opportunities for building efficiencies in our operations, and communicate headcount and scheduling needs for both internal and outsourced vendor locations to meet service-level goals. The analyst performs administrative functions for our workforce management platform and demonstrates subject matter expertise related to forecasting and long-term planning. The analyst will perform analysis related to the efficient use of planning models across multiple lines of business.

You Will Get To:

• Build capacity planning models to address changing business use cases, including processes for handling work in a deferred / funnel sales or service process

• Provide analysis to assess and mitigate risks associated with capacity planning scenarios, and improve the accuracy of forecasts

• Ensure alignment with Annual Operating Plan inputs, contact center internal and vendor costs

• Partner with Finance, Product, BI, and Operations to improve forecasting models, optimize scheduling, and enable Operations teams to shift resources nimbly

• Drive cost savings initiatives for operational efficiencies including queue design, occupancy, scheduling efficiencies, and management of Agent FTE capacity across multiple sites

• Facilitate meetings with Finance and Leadership teams aligning on lead volume and headcount forecast

• Prepare a communication plan with all leaders with an analysis of changes and impacts on-call drivers and staffing models

• Supervise headcount expense reduction requirements, optimize performance/cost per call through forecast analysis

• Configure and Administer Workforce Management System 

• Determine solutions for performance metrics, along with making recommendations on how to increase or improve efficiency

• Compile, distribute, and analyze- interval, daily, weekly, and monthly call center performance reports

• Other duties and responsibilities as assigned

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $66,200.00 - $105,800.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• Bachelor's degree or equivalent experience, preferably in Operations, Finance, Business Administration, or other quantitative field preferred

• At least 2 years of forecasting and scheduling experience in a contact center environment

• Strong financial and business sense, and ability to demonstrate proven analytical capability

• Ability to travel 5 - 10% of the time

• Advance level Microsoft Excel: Formulas, filters, pivot tables, imports/exports data from multiple sources is required

• 3-5 years of Workforce Management experience, preferably using Alvaria

• Able to work independently and effectively in ambiguous environments

• Excellent verbal and written skills

• High accuracy of work; champions open two-way communication; be a problem solver

Get to know us

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. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class 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. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.