Zillow, Inc. is seeking a Capacity Planning Analyst to join our Contact Center Operations team. In this role, you will prepare accurate forecasts for a high-volume operations environment, determining lead volume, analyzing contact patterns, and communicating headcount needs to meet service-level goals.

What You'll Do

Build capacity planning models to address changing business use cases, including processes for handling work in a deferred / funnel sales or service process.
Provide analysis to assess and mitigate risks associated with capacity planning scenarios, and improve the accuracy of forecasts.
Ensure alignment with Annual Operating Plan inputs, contact center internal and vendor costs.
Partner with Finance, Product, BI, and Operations to improve forecasting models, optimize scheduling, and enable Operations teams to shift resources nimbly.
Drive cost savings initiatives for operational efficiencies including queue design, occupancy, scheduling efficiencies, and management of Agent FTE capacity across multiple sites.
Facilitate meetings with Finance and Leadership teams aligning on lead volume and headcount forecast.
Prepare a communication plan with all leaders with an analysis of changes and impacts on-call drivers and staffing models.
Supervise headcount expense reduction requirements, optimize performance/cost per call through forecast analysis.
Configure and Administer Workforce Management System.
Determine solutions for performance metrics, along with making recommendations on how to increase or improve efficiency.
Compile, distribute, and analyze interval, daily, weekly, and monthly call center performance reports.

What We're Looking For

At least 2 years of forecasting and scheduling experience in a contact center environment.
Strong financial and business sense, and ability to demonstrate proven analytical capability.
Ability to travel 5-10% of the time.
Advanced level Microsoft Excel skills: Formulas, filters, pivot tables, imports/exports data from multiple sources is required.
Able to work independently and effectively in ambiguous environments.
Excellent verbal and written skills.
High accuracy of work; champions open two-way communication; be a problem solver.

Nice to Have

Bachelor's degree or equivalent experience, preferably in Operations, Finance, Business Administration, or other quantitative field.
3-5 years of Workforce Management experience, preferably using Alvaria.

Technical Stack

Microsoft Excel
Workforce Management System
Alvaria

Team & Environment

Part of the Contact Center Operations team.

Benefits & Compensation

Comprehensive medical, dental, vision, life, and disability coverages
Parental leave
Family benefits
Retirement contributions
Paid time off
Compensation: $66,200.00 - $105,800.00 Annually (for specified states) + equity: Eligible for equity awards based on factors such as experience, performance and location.

Work Mode

This role is remote. U.S. employees may live in any of the 50 United States, with limited exceptions.

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.