Senior Capacity Planner

Summary

Join Samsara's Workforce Management team as a detail-oriented and analytical Capacity Planner. Optimize staffing levels and ensure operational efficiency by forecasting workload demand, analyzing trends, and developing strategic workforce plans. Collaborate with stakeholders to align workforce plans with business goals, identify and mitigate capacity risks, and provide data-driven insights. Continuously refine capacity plans based on new data and business changes. Build and deliver impactful business reviews to senior leadership. This role offers the opportunity to impact global industries and contribute to a high-caliber team in a hyper-growth environment.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Certifications in workforce management (e.g., CWPP, SWPP) are a plus
• Strong understanding of Erlang-based models and manual WFM functions

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund