Senior Workforce Planning Analyst, Support
Location: Remote - US only
Job Type: Full time
At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.
Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of strategic thinking and the grit to execute the next best action.
About the role:
Cisco Meraki is looking for a Senior Workforce Planning Analyst to drive the decision-making process for future hiring. You will actively provide the business with reliable workforce management and capacity planning analysis to optimize Meraki’s Global Support staffing and consult on prioritization decisions.
We focus on data and insights around our Support team’s work in Vonage, Salesforce and related case, phone, and integration systems. The ideal candidate will have strong quantitative and logical reasoning skills, as well as excellent interpersonal skills and be able to tell a clear story using data.
A typical work week might consist of:
Discovering the contributing factors to an unexpected rise in daily contacts (cases/calls/chats).
Updating the resource staffing plan to inform hiring decisions over the next 3-6 months.
Working with the Salesforce admin team to ensure reliable data is feeding into the WFM application.
Actively participate in the integration of a new WFM software which includes data validation, program management, system configuration and change management.
40% Forecasting and Resource Planning
- Research, evaluate and Interpret customer contact trends.
- Generate and adjust short and long-term forecasts to achieve contact center goals and for use in resource planning.
- Work with support organization management to develop an ongoing staffing plan.
- Collaborate with key partners across the business to integrate planning data.
40% Analysis and Reporting
- Build key workforce planning analyses and metrics to drive talent insights, decisions and interdependencies.
- Perform root cause analysis and provide explanations for any day/month where critical metrics are missed.
- Provide WFM and performance reports to management around identified metrics.
- Communicate and track workforce management issues to management, as required.
- Collaborate with leadership to identify workload drivers.
20% Professional Development
- Stay up to date with any changes in the WFM app as well as our data ecosystems to ensure we are delivering the best possible WFM solutions to our Support Teams.
- Find the intersection between your personal development interests and our business needs to identify side projects.
- Grow your technical skills by completing classes from our robust learning catalog.
- Explore new tools and recommended methodologies in workforce planning and management.
- Attend industry meetups, webinars and conferences.
3-5 years of Workforce Management experience in a medium to high volume contact center.
Minimum of 1 year experience in trend analysis and forecasting.
Ability to explain contact center data/forecasts to employees in an understandable fashion.
Extensive ACD report experience along with medium to advanced level using Excel, Word, and PowerPoint.
Experience using a major ACD system.
Ability to create and maintain professional relationships within all levels of the organization.
Ability to analyze and interpret data in order to create short-term and long-term forecasts.
Strong organizational skills with focus on execution, problem solving and improving processes.
Strong oral and written communications skills.
Detail oriented with excellent follow-up practices.
Capable of multitasking, highly organized with excellent time management skills.
Why Cisco Meraki
We connect everything: people, processes, data, and things. We innovate everywhere, taking ambitious risks to craft the technologies that give us connected cities, connected cars, and handheld hospitals. And we do it in style with unusual personalities who aren't afraid to change the way the world works, lives, plays and learns. We are encouraging leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars! We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco Meraki.
At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.
Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.
Message to applicants applying to work in the U.S.:
When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.
U.S. employees have access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.
Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco pays at the standard rate of 1% of incentive target for each 1% revenue attainment against the quota up to 100%. Once performance exceeds 100% quota attainment, incentive rates may increase up to five times the standard rate with no cap on incentive compensation. For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.