Senior Capacity Planner - Workforce Management

Samsara; Ciudad de México; Híbrido; USD 60,000 - 120,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a detail-oriented Capacity Planner to join their Workforce Management team. This role is crucial for optimizing staffing levels and ensuring operational efficiency within a global contact center. You will analyze data, forecast workload demand, and develop strategic workforce plans to meet business needs. The ideal candidate will thrive in a fast-paced environment, utilizing strong analytical skills and a collaborative approach to drive improvements in service levels and overall performance. Join a dynamic team that values innovation and supports your career growth in a flexible working environment.

Servicios

Health Benefits

Flexible Working

Employee-led Remote Options

Samsara for Good Charity Fund

Formación

• 8-12 years in Workforce Management, preferably in a non-BPO contact center.
• Strong analytical skills and proficiency in data interpretation.

Responsabilidades

• Develop capacity plans by analyzing historical data and trends.
• Collaborate with stakeholders to align workforce plans with business goals.

Conocimientos

Data Analysis

Workforce Planning

Resource Optimization

Problem-Solving

Communication

Collaboration

Educación

Bachelor's Degree

Herramientas

Microsoft Excel

Google Sheets

Workforce Management Software

Descripción del empleo

Senior Capacity Planner - Workforce Management

Remote - Mexico

Samsara's Mission

Improve the safety, efficiency, and sustainability of the operations that power the global economy.

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, Equipment Monitoring, and Site Visibility. 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 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.

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.

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much 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 [e-mail] 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. 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.