About the job
At LinkedIn, we prioritize a flexible work environment grounded in trust, fostering a culture of connection and clarity to meet the evolving needs of our business. This position offers a hybrid work model, allowing you to work both from home and at a LinkedIn office on designated days based on team requirements.
You will be based in Bengaluru, Karnataka, and will play a critical role in our Support Strategy, Planning & Operations (SPO) team, which is dedicated to shaping LinkedIn's Member & Customer Support. We are in search of a Senior Associate of Planning to assist with annual budget planning, forecasting, and workforce management. Your insights and recommendations will be instrumental in enhancing the financial performance of LinkedIn Global Support Operations.
This role demands structured thinking to tackle pressing business questions, perform in-depth analyses, and develop actionable recommendations aimed at identifying operational efficiencies and scaling our support operations. The ideal candidate will possess exceptional communication skills and be adept at collaborating with key cross-functional partners, including teams from Member & Customer Support, Product Operations, Business Operations, Finance, and other operational teams.
We seek a proactive and independent thinker who thrives in a dynamic and fast-paced environment.
Key Responsibilities:
- Forecast support staffing needs based on business trends, seasonal demand, historical data, and key performance indicators (KPIs).
- Assist in short-term strategic planning across various channels (email, phone, chat, etc.) to predict contact volume, agent handle time, and other relevant metrics.
- Analyze extensive datasets to extract insights regarding workforce trends, staffing gaps, and operational performance to inform decision-making and highlight areas for improvement.
- Identify and promote opportunities for automation and streamline planning processes and workflows as needed.
- Contribute to the development of analytical frameworks that support LinkedIn's growth through new product launches, pilots, or support offerings.
- Prepare regular reports and presentations for leadership on key operational metrics, workforce plans, and strategic recommendations.
- Document standard operating procedures to ensure clarity and consistency in operations.
- Foster strong and trusting relationships with key business partners and stakeholders.
- Collaborate cross-functionally to ensure alignment with business objectives.

