Senior Workforce Management Planning Analyst

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

We are seeking a detail-oriented and analytical Planning Analyst to join the Workforce Management (WFM) team under Global Support Operations & Strategy. In this role, you will be responsible for advanced forecasting, capacity planning, and long-term strategic analysis for our 24x7, multi-channel, global contact center, to meet business needs while maintaining service level objectives. The ideal candidate will have a strong background in data analysis, workforce management, and resource optimization. You should be a natural problem-solver and will work with support leaders to tackle a variety of issues with the goal of improving service levels, proactively identifying risks in performance, and driving alignment across verticals, ultimately translating into a better customer and employee experience. This is a remote position open to candidates based in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

You should apply if:

You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely. You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper-growth environment. You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers. You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

Key Responsibilities:

• Long-Term Forecasting: Develop and maintain accurate long-term forecasts (12-18+ months out) for staffing requirements, incorporating business growth trends, marketing campaigns, and seasonality.

Capacity Planning: Create detailed capacity plans that match staffing supply with demand, considering hiring, training, attrition, and absenteeism, and deliver high-impact monthly business reviews to senior management. What-If Analysis: Run complex simulations to model the impact of different scenarios, such as new product launches, changes in business hours, changes in workload distribution, or unexpected volume spikes.

• Strategic Analysis: Identify and analyze trends in historical data to provide insights that improve operational efficiency and agent productivity.
• Budgeting and Financial Planning: Provide foundational forecast data for contact center’s labor budget, aligning with the company’s financial goals.
• Cross-Functional Engagement: Collaborate with key stakeholders (L&D, Recruiting, Finance, Delivery Team, etc.) to align workforce plans with business goals.

Culture: Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Additional Responsibilities:

Strategic Initiative Analysis: Act as a consultant for strategic initiatives by working with cross-functional teams to embed WFM insights into the planning stages of new projects. This proactive engagement helps prevent understaffing issues before they start. Predictive Analytics & Machine Learning: Explore and implement more advanced predictive models, incorporating machine learning. Technology & Process Ownership: Act as a subject matter expert for the WFM planning software and processes. Identify opportunities for automation, AI incorporation, and improvements in accurate and efficient capacity plans.

Minimum requirements for the role:

8-12 years of experience in Workforce Management within a non-BPO contact center. 7+ years of experience in Capacity Planning with a strong understanding of forecasting, resource allocation, and operational efficiency to effectively manage capacity needs.

• Strong analytical and problem-solving skills with the ability to interpret complex data sets.
• Excellent communication and collaboration skills to work cross-functionally across different teams.
• Strong business, operational, and procedural knowledge of a multi-channel & global contact center.
• Proficiency in workforce management software (e.g. NICE/IEX, Aspect, Verint, Genesys, Calabrio, Assembled)
• Advanced level experience in Microsoft Excel/Google Sheets

An ideal candidate also has:

• Certifications in workforce management (e.g., CWPP, SWPP) are a plus.
• Strong understanding of Erlang-based models and manual WFM functions
• Experience leveraging AI to drive efficiencies through automation of repetitive tasks

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. $75,267.50—$101,200 USD At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact. Benefits Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process. Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.