Principal – Workforce Management

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🏄 California, Connecticut, +5 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ☕ Washington – Remote

💵 $131.7k - $210.3k / year

⏰ Full Time

🔴 Lead

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Zillow

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2006

🏠 Real Estate

🛍️ eCommerce

👥 B2C

💰 $4.1M Post-IPO Equity on 2012-12

Real Estate • eCommerce • B2C

Zillow is a leading real estate and property rental marketplace that provides comprehensive information on homes, apartments, and properties for sale or rent. It offers users tools to search for properties, calculate mortgage rates, and connect with real estate agents. The platform also features innovative algorithms that provide Zestimates, which are estimated market values of homes. Zillow is a go-to resource for individuals looking to buy, sell, or rent properties, as well as for agents and brokers who want to reach a wider audience.

📋 Description

• Advance Zillow’s WFM strategy for evolving CX operations • Lead the design and execution of demand forecast and scenario-based capacity planning models for nascent products, new lines of business, and non-traditional contact center scenarios to predict future staffing requirements • Establish scalable frameworks for forecasting, capacity planning, and resource optimization across multiple channels (voice, chat, email, ticketing, etc) • Engage with program and business partners, data science, operations, vendor management and finance teams to align on assumptions, inputs, and outputs for capacity planning models • Act as the enterprise subject matter expert for capacity planning, forecasting, and workforce strategy • Develop and implement strategic workforce plans that align with organizational goals across different time horizons • Evaluate and introduce new technologies, automation, and AI-driven planning approaches to improve forecasting methodologies • Define and measure the impact of both digital and human-led initiatives on capacity inputs

🎯 Requirements

• 8+ years of experience in workforce management, capacity planning, or contact center analytics • Deep expertise in forecasting, staffing models, and contact center operations • Advanced skills in data analysis (SQL, Excel; Python/R a plus) • Proven ability to influence senior stakeholders and drive alignment across teams • Experience operating in complex, high-volume, multi-product, multi-channel environments • Familiarity with contact center WFM tools (Aspect preferred) • Bachelor’s degree or equivalent experience in Operations, Finance, Business Administration, or a related quantitative field • Background in financial planning or operations strategy • Experience introducing new methodologies or transforming WFM functions • Experience in measuring the impact of new processes on contact center operations and customer experience metrics • Ability to travel up to 15% as needed.

🏖️ Benefits

• Competitive base salary • Equity awards based on experience, performance and location