Senior Workforce Management Planning Analyst

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November 13

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Samsara

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Enterprise • Transport • Security

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

📋 Description

• Develop and maintain accurate long-term forecasts (12-18+ months out) for staffing requirements, incorporating business growth trends, marketing campaigns, and seasonality. • Create detailed capacity plans that match staffing supply with demand, considering hiring, training, attrition, and absenteeism, and deliver high-impact monthly business reviews to senior management. • Run complex simulations to model the impact of different scenarios, such as new product launches, changes in business hours, changes in workload distribution, or unexpected volume spikes. • Identify and analyze trends in historical data to provide insights that improve operational efficiency and agent productivity. • Provide foundational forecast data for contact center’s labor budget, aligning with the company’s financial goals. • Collaborate with key stakeholders (L&D, Recruiting, Finance, Delivery Team, etc.) to align workforce plans with business goals. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices • Act as a consultant for strategic initiatives by working with cross-functional teams to embed WFM insights into the planning stages of new projects. • Explore and implement more advanced predictive models, incorporating machine learning. • Act as a subject matter expert for the WFM planning software and processes. Identify opportunities for automation, AI incorporation, and improvements in accurate and efficient capacity plans.

🎯 Requirements

• 8-12 years of experience in Workforce Management within a non-BPO contact center. • 7+ years of experience in Capacity Planning with a strong understanding of forecasting, resource allocation, and operational efficiency to effectively manage capacity needs. • Strong analytical and problem-solving skills with the ability to interpret complex data sets. • Excellent communication and collaboration skills to work cross-functionally across different teams. • Strong business, operational, and procedural knowledge of a multi-channel & global contact center. • Proficiency in workforce management software (e.g. NICE/IEX, Aspect, Verint, Genesys, Calabrio, Assembled) • Advanced level experience in Microsoft Excel/Google Sheets

🏖️ Benefits

• Full time employees receive a competitive total compensation package • employee-led remote and flexible working • health benefits • much, much more