About this role

Advance Zillow’s WFM strategy for evolving CX operations
Lead the design and execution of demand forecast and scenario-based capacity planning models for nascent products, new lines of business, and non-traditional contact center scenarios to predict future staffing requirements
Establish scalable frameworks for forecasting, capacity planning, and resource optimization across multiple channels (voice, chat, email, ticketing, etc)
Engage with program and business partners, data science, operations, vendor management and finance teams to align on assumptions, inputs, and outputs for capacity planning models
Act as the enterprise subject matter expert for capacity planning, forecasting, and workforce strategy
Develop and implement strategic workforce plans that align with organizational goals across different time horizons
Evaluate and introduce new technologies, automation, and AI-driven planning approaches to improve forecasting methodologies
Define and measure the impact of both digital and human-led initiatives on capacity inputs

8+ years of experience in workforce management, capacity planning, or contact center analytics
Deep expertise in forecasting, staffing models, and contact center operations
Advanced skills in data analysis (SQL, Excel; Python/R a plus)
Proven ability to influence senior stakeholders and drive alignment across teams
Experience operating in complex, high-volume, multi-product, multi-channel environments
Familiarity with contact center WFM tools (Aspect preferred)
Bachelor’s degree or equivalent experience in Operations, Finance, Business Administration, or a related quantitative field
Background in financial planning or operations strategy
Experience introducing new methodologies or transforming WFM functions
Experience in measuring the impact of new processes on contact center operations and customer experience metrics
Ability to travel up to 15% as needed.

Principal – Workforce Management

Key skills