Sr Planning & Resource Optimization Analyst

LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We're also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that's built on trust, care, inclusion, and fun - where everyone can succeed.

Join us to transform the way the world works.

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.

LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world's workforce in ways no other company can. We're much more than a digital resume - we transform lives through innovative products and technology.

Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works.

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, forecasting 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.

• Develop and evaluate agent schedules to meet operational goals, ensuring a balance between efficiency and employee satisfaction.

• Conduct intra-day monitoring to adjust resources dynamically, aiming for consistent and timely member service.

• Generate and distribute insightful reports/dashboards to leadership, offering actionable intelligence to drive decision-making.

• Organize and maintain comprehensive records of contact center performance metrics.

• Master LinkedIn's WFM tools, collaborate with tech teams and vendors to enhance system functionality.

• 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

• Minimum 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.

• 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 ~~~.

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 (~~~) .

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LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at ~~~ and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

• Documents in alternate formats or read aloud to you

• Having interviews in an accessible location

• Being accompanied by a service dog

• Having a sign language interpreter present for the interview

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.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

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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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