Capacity Planning Forecast Analyst

About the teamThe Capacity Planning Forecast analyst is part of the Contact Center Operations team at Zillow. We support multiple lines of business with planning and setting strategic direction, identifying and influencing how strategy is implemented, and ensuring accountability for the outcomes. We are heavy hitters who think big, adapt quickly, and team up to deliver results!

About the role

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. The analyst collaborates with partners across Zillow to improve planning models, optimize staffing strategies, and deliver agile resource allocation. The analyst will be proficient in seeing opportunities in data, producing stories that present those insights, and influencing leaders to adjust or adopt new changes to their strategic plans.

You Will Get To:

• 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
• 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 $79,300.00 - $126,700.00 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
• 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. Ability to create pivot table, 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

Transferable Skills

Here at Zillow - we value the experience and perspective of candidates with non-traditional backgrounds. Do you have transferable skills or related experiences? We encourage you to apply!

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.