Resource Planning Analyst

About the team

Zillow Group’s mission is to build the world’s most trusted and vibrant home-related marketplace. Our Sales & Contact Center Operations team plays a critical role in enabling that mission by supporting customer-facing teams across multiple lines of business. We focus on driving scalable processes, resource planning, and operational strategy that ensure customers connect with the right experts at the right time.
As a team, we manage the frameworks that keep our customer support and sales organizations running smoothly, from resource planning and workforce management to partner collaboration and buy-in, while always keeping the customer experience at the center. We work closely with teams across Zillow including Connections, Sales, Learning & Development, Product Management, Systems Support, and Marketing.

About the role

The Resource Planning Analyst ensures service level attainment and operational efficiency through effective near term planning and scheduling. You will serve as the subject matter authority and administrator of planning tools and processes, maintaining accurate tracking and scheduling of our team members. You will provide actionable analysis and recommendations to leadership, and collaborate with partners across the business to optimize staffing strategies. In addition, you’ll monitor tools and system performance, assist with technical escalations, and support clear communication of incident impacts to stakeholders.

Key responsibilities: 

• Build and maintain short-term (weekly/monthly) staffing and scheduling plans that align resources to forecasted demand and service level targets.

• Optimize schedules to balance customer coverage with efficiency, while accommodating off-phone activities such as training, coaching, and meetings.

• Partner with operations leaders and cross-functional partners to plan non-customer-facing activities without compromising service levels.

• Administer the workforce management platform (Aspect), ensuring accuracy of schedules, shift assignments, PTO requests, and shift bids.

• Lead communication of staffing and scheduling plans, including facilitating a weekly stakeholder sync to review performance trends, risks, and upcoming business needs.

• Identify and communicate risks related to staffing gaps, overages, or coverage challenges, and recommend corrective actions.

• Collaborate with other workforce management teams to ensure consistent planning processes and clear communication across the organization.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $27.00 - $43.20 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC and may not be applicable to other locations.In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• At least 2 years scheduling, or real time analyst experience required

• At least 2 years experience using a workforce management system (I.e. Aspect, IEX, Calabrio) is desired

• Advanced Microsoft Excel skills

• Proven understanding of CRM and telephony, routing, skilling systems and methodologies in a sales environment (I.e. Salesforce, Genesys, etc)

• Outstanding analytical skills and capability to see trends and patterns in data

• Outstanding decision-making ability and ability to work independently

• Able to work in an ambiguous environment and take on tough problems

• Experience with requirements gathering, documentation, and process mapping

• High degree of ownership and commitment to work quickly and accurately in a rapidly changing environment

• Strong problem-solving skills with a technical aptitude

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.