Job Description

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. 

Qualifications

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 https://careers.linkedin.com/benefits.