Senior Workforce Management Planning Analyst

About the role:

We are seeking a detail-oriented and analytical Planning Analyst to join the Workforce Management (WFM) team under Global Support Operations & Strategy. In this role, you will be responsible for advanced forecasting, capacity planning, and long-term strategic analysis for our 24x7, multi-channel, global contact center, to meet business needs while maintaining service level objectives. The ideal candidate will have a strong background in data analysis, workforce management, and resource optimization.

You should be a natural problem-solver and will work with support leaders to tackle a variety of issues with the goal of improving service levels, proactively identifying risks in performance, and driving alignment across verticals, ultimately translating into a better customer and employee experience.

This is a remote position open to candidates based in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper-growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

In this role, you will: 

• Key Responsibilities:
• Long-Term Forecasting: Develop and maintain accurate long-term forecasts (12-18+ months out) for staffing requirements, incorporating business growth trends, marketing campaigns, and seasonality.
• Capacity Planning: 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.
• What-If Analysis: 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.