Senior Associate, Support Operations Planning

At LinkedIn our approach to flexible work is centered on trust and optimized for culture connection clarity and the evolving needs of our business. The work location of this role is hybrid meaning it will be performed both from home and from a LinkedIn office on select days as determined by the business needs of the team. 

This role will be based in Bengaluru Karnataka.

Support Strategy Planning & Operations (SPO) team moves fast to set direction for LinkedIns Member & Customer Support solve toughest cross-functional problems and deliver world-class customer experience. We are looking for a Senior Associate of Planning who will support annual budget planning forecasting & workforce management providing insights and recommendations to drive LinkedIn Global Support Operations financial performance and strategic decisions. 

This role will require applying structured thinking to critical business questions running deep analyses generating insights and developing meaningful recommendations to identify operational efficiencies and enable scale in our support operations. The ideal candidate will have strong communications skills and be comfortable interacting with key cross-functional partners including from Member & Customer Support Product Operations Business Operations Finance and other Ops teams. 

Were seeking a self-starter and independent thinker who can thrive in a challenging & fast-paced environment. 

Responsibilities: 

• Drive efforts in forecasting support staffing requirements based on business trends seasonal demand historical data and key performance indicators (KPIs). 

• Support short-term strategic planning efforts across various channels (email phone chat etc.) to forecast contact volume agent handle time and other relevant metrics. 

• Analyze large datasets to generate insights into workforce trends staffing gaps and operational performance to provide recommendations to enable decision making. Use performance data and analysis to identify areas for improvement.

• Identify and drive opportunities for automation and streamline planning processes & workflows where possible.

• Develop analytical frameworks to support LinkedIns growth via new product launches pilots or support offerings. 

• Provide regular reports and presentations to leadership on key operational metrics workforce plans & changes and strategic recommendations. 

• Document standard procedures ensuring clarity and consistency in operations.

• Build strong and trusting relationships with key business partners & stakeholders. 

• Work collaboratively and cross-functionally to ensure alignment on business objectives.

Qualifications :

Basic Qualifications: 

• Bachelors degree in Economics Business Operations Data Science or other quantitative fields

• 3 years of work experience in strategic planning workforce management consulting business operations or a related field

• Experience with Excel and data analysis / data modeling

 Preferred Requirements: 

• MBA or Masters in related field

• Experience developing analyzing and communicating complex analytical information clearly and effectively to senior management

• Experience in SQL and data visualization (Tableau Power BI)

• Familiarity with AI-driven predictive analytics planning or workforce mangement tools

• Familiarity with customer support key performance metrics planning models forecasting techniques and process optimization methodologies

Suggested Skills

• Up to date with industry trends and changes in WFM
• Clear ability to communicate outcomes and flag risks 

Additional Information :

India Disability Policy 

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers including individuals with disabilities. For more information on our equal opportunity policy please visit Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants: Work :

No

Employment Type :

Full-time