Workforce Planning Analyst

About the Team

The GSIO Workforce Management Planning Team consists of our Senior Manager, 3 Workforce Managers, multiple Workforce Planners/Schedulers and RTAs. Enjoy a comfortable team-oriented environment where things are always happening at a rapid pace and you can prioritize and organize tasks simultaneously. Manage outcomes and be empowered to make the decisions to lead to those outcomes. Be focused on quality, output-motivated, an extreme achiever who is progressive, and always pushing yourself to be 1% better each day!

About the Role

As one of DoorDash’s core operations teams, Support Ops is tasked with ensuring that when there are bumps in the last mile there’s always someone there to help make things right. Our team designs, manages and operates DoorDash’s massive and growing global network of support centers, with the ultimate goal of delivering a world-class customer experience every time.

As part of DoorDash’s Support Operations Team, we’re looking for an experienced Workforce Planner to help develop and scale our support lines of businesses in the Phoenix area. This role will be a key player in planning our monthly, daily, and hourly staffing levels and ensure we’re providing our customers with best-in-class service with up to date hiring plans. This role will play a vital part in improving forecast accuracy, reporting, and planning around floor staff utilization and efficiency.

You’re excited about this opportunity because you will…

• Build and maintain support capacity plan models at a monthly, weekly, and interval level for a large, 24/7/365 organization.
• Forecast incoming contacts based on Delivery volume, Mx and Dx onboarding.
• Analysis on historical data to provide insights that improve support operations.
• Guide Short-Term staffing adjustments to address current staffing gaps.
• Work with our operations team to track how our staffing is being implemented and optimized. Make proactive and corrected improvements.
• Partner with Real Time Analysts for demand insight and outage reporting.