Capacity Planning Analyst

Draper, Utah Requisition Number R0029975

Develop capacity plans for resources and all eBay call types. This requires thorough understanding of multiple departments and dependencies/relationships that exist. Partner with Operations and leadership to develop holistic and integrated strategies that deliver superior customer experience and optimize available resources.

Principle Responsibilities and Duties:

  • Allocate staffing between in house and partner locations
  • Provide leadership with insights into trends for volume, productivity, and other variables that drive staffing and efficiency
  • Develop workforce requirements for new programs to determine costs and assess feasibility
  • Coordinate with Training and Talent Acquisition to produce an actionable monthly staffing plan
  • Forecast staffing factors and outputs, including average handle time, attrition, occupancy, service level, and shrinkage
  • Ensure accurate reporting of headcount and full time employee across the network
  • Partner with finance to quantify cost of labor and drivers to monthly variances
  • Identify staffing gaps and develop action plans to align supply and demand
  • Deploy best in class approaches to developing a flexible network to balance service levels and efficiency
  • Conduct sensitivity analyses for staffing factors

Requirements:

  • 7+ Years WFM experience with at least 5 years in forecasting/capacity planning
  • Strong analytical and collaboration skills
  • Extensive Excel experience to include complex formulas development and pivot table creation/usage.
  • Ability to communicate complex concepts to various levels of leadership
  • Ability to manage through ambiguity and develop solutions
  • Strong leadership skills the ability to influence without authority
  • Effectively challenges status quo and brings in fresh ideas

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eBay Inc. is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status.  If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

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