Senior Capacity Planner - Workforce Management

About the role:

We are seeking a detail-oriented and analytical Capacity Planner to join the Workforce Management (WFM) team under Global Support Operations & Strategy. In this role, you will optimize staffing levels and ensure operational efficiency across our organization.  This role involves forecasting workload demand, analyzing trends, and developing strategic workforce plans to meet business needs while maintaining service level objectives.  The ideal candidate will have a strong background in data analysis, workforce planning, and resource optimization in a 24x7, multi-channel, global contact center.

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.

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: 

• Develop short-term and long-term capacity plans by analyzing historical data, trends, and business forecasts.
• Collaborate with key stakeholders (L&D, Recruiting, Finance, Delivery Team, etc.) to align workforce plans with business goals.
• Identify risks related to capacity planning, including overstaffing, understaffing, and skill gaps, and will drive solutions that will mitigate these risks.
• Provide actionable insights through data visualization and reporting to support decision-making.
• Continuously refine capacity plans based on new data, business changes, and emerging trends.
• Track and report key workforce metrics such as shrinkage, adherence, occupancy, and service level.
• Serve as the key liaison between Workforce Management and Delivery Operation teams to align on staffing, performance, and business needs.
• Drive cross-functional strategic & operational projects to enhance workforce efficiency, agent engagement, and customer satisfaction.
• Build and deliver high-impact monthly business reviews to senior leadership, ensuring clear, data-driven recommendations for improving productivity and meeting service level goals.
• 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

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