Samsara · 1 month ago
Senior Workforce Management Planning Analyst
United States
Full-time
Remote
Senior Level, Lead/Staff
$75K/yr - $101K/yr
8+ years expSamsara is the pioneer of the Connected Operations™ Cloud, helping organizations improve safety, efficiency, and sustainability in physical operations. The Senior Workforce Management Planning Analyst will be responsible for advanced forecasting, capacity planning, and strategic analysis for a global contact center, ensuring alignment with business needs and service level objectives.
Business IntelligenceCloud Data ServicesInternet of ThingsSaaSSoftware
Responsibilities
Develop and maintain accurate long-term forecasts (12-18+ months out) for staffing requirements, incorporating business growth trends, marketing campaigns, and seasonality
Create detailed capacity plans that match staffing supply with demand, considering hiring, training, attrition, and absenteeism, and deliver high-impact monthly business reviews to senior management
Run complex simulations to model the impact of different scenarios, such as new product launches, changes in business hours, changes in workload distribution, or unexpected volume spikes
Identify and analyze trends in historical data to provide insights that improve operational efficiency and agent productivity
Provide foundational forecast data for contact center’s labor budget, aligning with the company’s financial goals
Collaborate with key stakeholders (L&D, Recruiting, Finance, Delivery Team, etc.) to align workforce plans with business 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
Act as a consultant for strategic initiatives by working with cross-functional teams to embed WFM insights into the planning stages of new projects
Explore and implement more advanced predictive models, incorporating machine learning
Act as a subject matter expert for the WFM planning software and processes. Identify opportunities for automation, AI incorporation, and improvements in accurate and efficient capacity plans
Qualification
Required
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
Preferred
Certifications in workforce management (e.g., CWPP, SWPP) are a plus
Strong understanding of Erlang-based models and manual WFM functions
Experience leveraging AI to drive efficiencies through automation of repetitive tasks
Benefits
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Company
Samsara
Samsara is digitizing the world of physical operations.
1001-5000 employees
H1B Sponsorship
Samsara has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (53)
2023 (59)
2022 (70)
2021 (1)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$930MKey Investors
General CatalystAndreessen Horowitz
2021-12-15IPO
2020-09-24Secondary Market
2020-05-20Series F· $700M
Leadership Team
Sanjit Biswas
CEO
Ben Calderon
CTO - Hardware & Operations
Recent News
2025-12-31
2025-12-31
Andreessen Horowitz
2025-12-31
Company data provided by crunchbase