LinkedIn Hiring For Senior Sales Operations Analyst at Omaha, NE

$80,000 - $123,000/Yr

LinkedIn - Omaha, NE

Full-time - Mid Level

Remote - Omaha, NE

5,001-10,000 employees

About the position

The Senior Planning & Resource Optimization Analyst at LinkedIn plays a crucial role in enhancing member and customer experiences by providing actionable insights for staffing and optimizing operational efficiency. This position focuses on balancing service level agreements with agent work/life harmony, utilizing data analysis to forecast staffing needs and improve resource allocation.

Responsibilities

• Analyze contact center data across various channels to create and refine workload models, forecast contact volume, handling time, shrinkage, and other relevant metrics.
• Recommend staffing strategies and hiring plans to align with customer support objectives.
• Develop, refine, and maintain advanced capacity planning models to accurately forecast short-term and long-term staffing requirements.
• Conduct exploratory data analysis to discover patterns in data, spot anomalies, and formulate hypotheses.
• Generate and distribute insightful dashboards to leadership, offering actionable intelligence to drive decision-making.
• Oversee the escalation process, keeping leadership and stakeholders informed of critical issues.
• Document standard procedures, ensuring clarity and consistency in operations.
• Present and explain analyses to diverse audiences, including leadership and stakeholders, and lead educational sessions to share knowledge.

Requirements

• 3+ years in an analytical role, with a proven track record in forecasting and data analysis.
• Experience with SQL or similar data manipulation tools.

Nice-to-haves

• Bachelor's degree in a relevant field.
• Background in Workforce Planning, econometrics, or business consulting.
• Experience in applying statistical analysis techniques to datasets, including descriptive analysis such as correlation analysis, dispersion, variance, and frequency.
• Advanced Excel skills and familiarity with data analytics tools (e.g., Tableau, Power BI, R, Python).
• Experience with leading WFM systems (e.g., Teleopti, Aspect, NICE).
• Effective communication and presentation skills, comfortable with data-driven storytelling in PowerPoint.
• Project management experience and ability to work collaboratively across teams.

Benefits

• Annual performance bonus
• Stock options
• Comprehensive health benefits
• Flexible work arrangements
• Professional development opportunities