At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
This role will be based in Omaha, NE, New York City, New York, or Sunnyvale, CA.
LinkedIn’s Workforce Management team is looking for a Senior Planning & Resource Optimization Analyst to enhance our member and customer experience. This role is pivotal in providing actionable insights for staffing, optimizing operational efficiency, and maintaining a balance between service level agreements and agent work/life harmony.
Responsibilities:
Analyze contact center data across various channels (email, phone, chat, etc.) to create and refine workload models, forecast contact volume, handling time, shrinkage, and other relevant metrics.
Recommend staffing strategies and hiring plans to align with customer support objectives.
Develop, refine, and maintain advanced capacity planning models to accurately forecast short-term and long-term staffing requirements, ensuring operational goals are met while optimizing resource allocation and efficiency.
Conduce Exploratory Data Analysis: Conduct initial investigations to discover patterns in data, spot anomalies, and formulate hypotheses.
Generate and distribute insightful reports/dashboards to leadership, offering actionable intelligence to drive decision-making.
Oversee the escalation process, keeping leadership and stakeholders informed of critical issues.
Document standard procedures, ensuring clarity and consistency in operations.
Present and explain analyses to diverse audiences, including leadership and stakeholders, and lead educational sessions to share knowledge.
Basic Qualifications:
3+ years in an analytical role, with a proven track record in forecasting and data analysis.
Experience with SQL or similar data manipulation tools.
Preferred Qualifications:
Bachelor’s degree in a relevant field.
Background in Workforce Planning, econometrics, or business consulting.
Experience in applying statistical analysis techniques to datasets, including the use of descriptive analysis such as: correlation analysis, dispersion, variance, and frequency.
Apply descriptive statistical methods and utilize advanced data visualization techniques to analyze datasets, delivering clear and actionable insights.
Advanced Excel skills and familiarity with data analytics tools (e.g., Tableau, Power BI, R, Python).
Experience with leading WFM systems (e.g., Teleopti, Aspect, NICE).
Effective communication and presentation skills, comfortable with data-driven storytelling in PowerPoint.
Project management experience and ability to work collaboratively across teams.
Excellent time management and ability to articulate complex issues clearly to a variety of audiences.
Proficiency in MS Office and knowledge of internet and social media trends.
Suggested Skills:
SQL
Microsoft Excel
Data Storytelling
LinkedIn is committed to fair and equitable compensation practices.
The pay range for this role is $80,000 to $123,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The total compensation package for this position may also include annual performance bonus, stock, benefits and/or other applicable incentive compensation plans. For more information, visit https://careers.linkedin.com/benefits.
Equal Opportunity Statement
LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.
Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.
Please reference the following information for more information: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and
https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf for more information.
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A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.
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Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.
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