Capacity Planning Analyst – Customer Experience
Instacart
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $94,000 - $125,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQLTableau
About the role
- Design, build, and maintain sophisticated capacity models that enable data-driven resource allocation decisions
- Lead ongoing capacity planning initiatives to ensure optimal staffing levels across all channels and time zones
- Partner closely with Vendor Managers, Business Process Outsourcer (BPO) Workforce and Operations teams to align on forecasts, schedules, and resource needs
- Monitor and manage intraday patterns to respond proactively to volume fluctuations and service level requirements
- Distribute monthly forecasts and outlooks to BPO partners within contractual agreements
- Oversee administrative functions within our workforce management tool, ensuring data integrity and system optimization
- Deliver weekly reporting and readouts that provide actionable insights to leadership and stakeholders
- Proactively identify opportunities for process improvements and efficiency gains that enhance both the customer and employee experience
Requirements
- Bachelor's degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience
- Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization
- Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, and Atlassian tools
- Vast experience with data analysis tools and forecasting methods to drive reliable predictions
- Proficiency in SQL for sophisticated database management and data analysis
- Highly skilled in communicating effectively with all levels of the organization, with the ability to translate complex data into clear insights
- Comfortable navigating ambiguous situations with an ownership mentality and bias to action.
- Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning strategies (Preferred)
- Experience building dashboards and data visualizations using tools like Tableau, Looker, or Mode (Preferred)
Benefits
- Instacart provides highly market-competitive compensation and benefits around the world
- Eligible for a new hire equity grant as well as annual refresh grants
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
capacity modelingresource allocationworkforce managementdata analysisforecasting methodsSQLdashboard buildingdata visualizationprocess improvementefficiency gains
Soft skills
effective communicationownership mentalitybias to actionproactive problem solvingstakeholder engagementleadershipcollaborationadaptabilityanalytical thinkingcustomer focus