Senior Capacity And Workforce Planner

About Granicus: Granicus empowers modern digital government with the latest in cloud technology, connecting 150 million citizens with over 4,000 government organizations at local, state, and federal levels. We offer a dynamic and fast-paced work environment where your contributions will have a meaningful impact on the delivery of services to millions of citizens. Join us in shaping the future of digital government and making a difference in communities worldwide.
Job Summary: Granicus Technical Support is seeking an experienced Senior Capacity and Workforce Planner to lead workforce and capacity planning for our global teams. Reporting to the VP of Technical Support, you are the single-threaded leader in this domain, and are responsible for capacity planning, service level commitments, and forecasting, ensuring that our teams are optimally staffed to deliver on our customer experience promise.
What your impact will look like here:
Efficiency and Scheduling Optimization: Lead the development and implementation of scheduling strategies to optimize workforce efficiency. Create detailed interval-level schedules across various product queues, ensuring the right balance between customer experience and cost-effective staffing.
Network Evolution Toward 24x7 Coverage: Strategize and manage the transition of our Technical Support network toward 24x7 global coverage. Assess current workforce capabilities and plan necessary shifts and resources to support round-the-clock operations.
Capacity Planning & Forecasting: Build and maintain long-term workforce forecasts, utilizing data-driven insights to anticipate staffing needs. Develop short-term schedules and real-time adherence strategies to consistently meet service level commitments.
Collaboration & Partnership: Work cross-functionally with Operations Management, Finance, and Technical Support teams to align workforce strategies with business goals. Ensure cost control while meeting service level agreements.
Data-Driven Decision Making: Leverage analytics to continuously refine workforce management practices. Monitor and adjust schedules in real-time to respond to unexpected demand, ensuring consistent coverage and optimal resource utilization.
You will love this job if you have:
Proven experience in workforce management, preferably in a technical support or customer service environment.
Previous experience as a workforce leader or in a similar role.
5+ years of program or project management experience.
Strong analytical skills with the ability to interpret complex data and drive improvements.
Excellent communication and collaboration skills, with a track record of working effectively across multiple teams and departments.
Proficiency in workforce management tools and software.
Bachelor's degree in a relevant field, such as Business, Finance, Statistics, or Data Science.
Experience in managing a transition to 24x7 operations is highly desirable.
Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
Master's degree or MBA in Business, Operations, Human Resources, Organizational Development, Instructional Design, or a related field.
Professional certifications (CWPP, SWP, etc.).
Additional Information:
This role offers the autonomy to make rapid data-driven decisions and drive transformative innovation.
Cross-functional collaboration with teams including Tech Support Operations, Finance, Product, and Engineering is expected.
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: Serving the People Who Serve the People. 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 on BuiltIn.
The Impact: We are proud to serve dynamic organizations around the globe that use our digital solutions to make the world a better place — quite literally. We have so 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 on 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 centres.
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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