Compensation Overview

Overview

About the Role

At Instacart, we are on the lookout for a detail-oriented and strategically minded Customer Experience Capacity Planning Analyst to drive the operational efficiency and cost-effectiveness of our services. You will take on the essential tasks of analyzing workforce metrics, forecasting labor demands, and working cross-functionally with internal Operations partners, Vendor Managers, and Business Process Outsourcers. Your analytical and strategic contributions will significantly impact the quality of service we provide to our customers.

About the Team

As a key member of our Workforce Operations Team, you will help shape processes and directly contribute to the strategic success within our Customer Experience Organization. This vibrant and dedicated team of workforce professionals plays a crucial role in optimizing operational efficiencies across our global network, ensuring our ability to serve generously and grow collaboratively.

About the Job 

• Gather and analyze historical data on performance, demand patterns, and business cycles.
• Develop and maintain statistical models to predict future workload and resource needs.
• Forecast staffing requirements based on business goals and anticipated demand.
• Manage outsourcer relationships and performance from a Workforce Management perspective, ensuring all plans are executed flawlessly.
• Effectively communicate plans and updates to forecast to all relevant stakeholders.
• Generate reports on key metrics such as forecast accuracy, staffing to requirement, and agent occupancy.
• Identify areas for process improvement to enhance workforce efficiency
• Duties, responsibilities, and daily activities may change over time as the needs of the organization evolve.

About You

Minimum Qualifications

• Educational Background: Bachelor’s degree in Business Administration, Human Resources, Finance, Statistics, or equivalent workforce experience.
• Relevant Experience: Solid track record as a Workforce Management Analyst or similar role, with expertise in Resource Planning for a large global organization.
• Technical Proficiency: Expertise in workforce management software (e.g., Verint, NICE, Genesys) and proficiency in Google Office Suite (Gmail, Google Sheets, Google Docs), Slack, Atlassian, etc.
• Communication Skills: Highly skilled in communicating effectively with all organization levels.
• Miscellaneous: Comfortable in ambiguous situations, possess strong levels of ownership and bias to action

Preferred Qualifications

• Advanced Data Analysis: Experience with data analysis tools and forecasting methods.
• SQL Knowledge: Proficiency in SQL for sophisticated database management and data analysis.
• CRM Integration: Experience with CRM solutions such as Salesforce or Zendesk to incorporate customer service data into workforce planning.