Capacity And Workforce Analyst

Granicus Support Services is seeking a Capacity and Workforce Analyst to support internal Capacity and Workforce effort and provide critical analysis to our Operations Managers across the Technical Support verticals. This role focuses on optimizing workforce capacity, improving operational efficiency, and supporting decision-making through data-driven insights. The ideal candidate will collaborate closely with the Capacity Planning (CP) team to align workforce needs with business objectives and enhance internal operations to drive superior customer satisfaction.
Responsibilities Workforce Capacity Management: Assist in monitoring and analyzing workforce capacity across various Technical Support services. Support our Operations Managers in maintaining optimal staffing levels to meet customer demand.
Support Analytics: Collect and analyze data related to team performance, capacity, and workflows to provide actionable insights. Help identify trends and areas for improvement in internal workforce management.
Dashboards and Reporting: Assist in developing and maintaining real-time dashboards and reports that track workforce metrics. Ensure that Operations Managers have access to up-to-date data to make informed decisions.
Operational Efficiency Improvements: Collaborate with Operations Managers and the CP leader to support continuous improvement initiatives aimed at optimizing workflow efficiency and meeting service level agreements (SLAs).
Support Resource Allocation: Help Operations Managers with workforce planning by providing data on resource utilization, identifying bottlenecks, and ensuring alignment between staffing and support needs.
Data-Driven Decision-Making: Provide Operations Managers with analysis needed for workforce allocation, scheduling, and process improvements based on data-driven insights.
Automation Support: Assist in identifying opportunities for automating reporting and optimizing workforce tools for greater efficiency and data accuracy.
Minimum Requirements Bachelor's degree in Business, Data Science, Statistics, or a related field.
3-5 years of experience in data analysis, operations, or workforce management, specifically within a customer service or technical support environment.
Proficiency in data visualization and reporting tools such as Salesforce, Power BI, Tableau, or Excel.
Strong analytical skills with the ability to interpret data and provide actionable insights.
Excellent organizational and communication skills, with a focus on supporting operations teams.
Familiarity with capacity planning or workforce management tools.
Knowledge of Salesforce Service Cloud or other support ticketing systems.
Basic experience with SQL or data querying tools.
Experience working in a SaaS environment, supporting cloud-based services.
Exposure to Lean, Six Sigma, or other process improvement methodologies.
Don't have all the skills/experience mentioned above? At Granicus, we are trying to build diverse, inclusive teams. We do not have degree requirements for most of our roles. If you don't meet every requirement above, but are excited to learn more, we encourage you to apply. We might just be able to find another role that could be a perfect fit!
The Team We are a globally distributed workforce across the United States, Canada, United Kingdom, India, Armenia, Australia, and New Zealand.
The Culture At Granicus, we are building a transparent, inclusive, and safe space for everyone who wants to be a part of our journey. A few culture highlights include:
Employee Resource Groups to encourage diverse voices
Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
Embracing diversity & fostering a culture of ideation, collaboration & meritocracy
We bring in special guests from time to time to discuss issues that impact our employee population
The Company Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and its constituents together. We are on a mission to support our customers with meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best company to work for on BuiltIn.
Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers, powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada.
The Impact We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place. We have many powerful success stories that illustrate how our solutions are impacting the world.
The Process Assessment – Take a quick assessment.
Phone screen – Speak to one of our talented recruiters to ensure this could be a fit.
Coding – Take a quick coding test online.
Hiring Manager/Panel interview – Talk to the hiring manager so they can learn more about you and you about Granicus. Meet more members of the team! Learn more and share more.
Reference checks – Provide 2 references so we can hear about your awesomeness.
Verbal offer – Let's talk numbers, benefits, culture, and answer any questions.
Written offer – Sign a formal letter and get excited because we sure are!
Benefits at Granicus India Along with the challenges of the job, Granicus offers employees an attractive benefits package which includes:
Hospitalization Insurance Policy covering employees and their family members including parents
All employees are covered under Personal Accident Insurance & Term Life Insurance policy
All employees can avail annual health check facility
Eligible for reimbursement of telephone and internet expenses
Wellness Allowance to avail health club memberships and/or access to physical fitness centers
Wellbeing Wednesdays which includes 1x global Unplug Day and 2x No Meeting Days every quarter
Memberships for 'meditation and mindfulness' apps including on-demand mental health support 24/7
Access to learning management system Say., Udemy Learning Premium account membership & many more
Access to Rewards & recognition portal and quarterly recognition program
Security and Privacy Requirements - Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
Granicus is committed to providing equal employment opportunities. All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectional orientation, marital status, status regarding public assistance, familial status, military or veteran status or any other status protected by applicable law.

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