Capacity Planning Analyst

About the team The Capacity Planning team is part of Zillow’s Workforce Management (WFM) organization, which plays a critical role in supporting our customer experience and operational excellence across multiple lines of business. Our team partners closely with leaders throughout the company to plan, forecast, and execute strategies that ensure we have the right resources in place to meet customer needs efficiently and effectively. The WFM organization includes three connected functions working together to keep operations running smoothly. Real Time Adherence Analysts oversee daily operations in the command center, managing adherence and shrinkage to maintain service performance. Resource Planning Analysts handle scheduling and coverage planning for the weeks ahead, ensuring optimal staffing levels. Capacity Planning Analysts look further out, leading the forecasting, planning, and strategy that prepare the organization for future demand. Together, the WFM team ensures we have the right number of people, in the right place, at the right time, with the right skills, for the right cost — empowering Zillow’s front-line operators to help our customers get home. We are analytical problem solvers who think big, adapt quickly, and collaborate to deliver exceptional results. About the role The Capacity Planning Analyst is a key contributor to short-term planning and strategy for Zillow’s operations. The analyst showcases their expertise in daily and interval-level forecasting, shifting between standard workforce planning frameworks and adaptive models that respond to rapidly changing business conditions. The analyst collaborates with partners across Operations, Vendor Management, and Resource Planning to refine forecasts, align staffing, and drive efficient resource utilization that supports service level goals. They excel at identifying opportunities in near-term data, creating clear and actionable insights, and influencing partners to make timely decisions that protect performance and customer experience. In this role, you’ll own the short-term forecasting and reforecasting processes for assigned programs using Aspect, Zillow’s workforce management and forecasting platform. You’ll be responsible for maintaining forecast accuracy, managing reforecasts, and ensuring staffing and skilling plans are agile and aligned with operational priorities. You will serve as the tactical connection between Operations, Vendor Management, and Workforce Management, helping the business adapt quickly to daily and weekly changes while maintaining alignment with long-term planning strategies. You Will Get To: Build, maintain, and refine short-term (daily to monthly) forecasts and capacity models using Aspect, ensuring plans reflect current trends and operational realities. Analyze forecast accuracy and performance trends to identify variances, mitigate risks, and continuously improve short-term planning processes. Partner with Finance, Product, Business Intelligence, and Operations to identify and recommend strategies that achieve operational goals when forecasts or conditions change, developing and communicating short-term tactical plans to Resource Planners and business partners for execution. Monitor and analyze key performance indicators such as service level attainment, volume accuracy, and vendor invoice compliance to assess alignment with forecasts, productivity and cost targets. Identify and drive short-term efficiency initiatives, including queue design, occupancy optimization, and resource balancing across sites and partners. Prepare and present clear updates on forecast changes, staffing impacts, and key performance metrics to operations and leadership teams. Maintain and administer the Workforce Management (WFM) system, ensuring forecasting models, configurations, and assumptions are accurate and up to date. Compile, analyze, and distribute interval, daily, weekly, and monthly performance reports with actionable insights and recommendations. Analyze performance variances and adjusts short-term forecasts to account for intramonth demand or consumer-driven fluctuations, collaborating with Resource Planning to translate those adjustments into actionable scheduling and staffing plans. Support ongoing initiatives and process improvements that enhance forecasting precision, cost control, and workforce alignment. Perform additional analysis and responsibilities as assigned. 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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $67,800.00 - $108,200.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $64,400.00 - $102,800.00 annually. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are Analytical and detail-oriented, focused on building accurate short-term plans that keep operations running smoothly. Skilled at interpreting trends and adjusting forecasts when actuals diverge, ensuring staffing and service goals stay aligned. Comfortable working with numbers, costs, and performance metrics; understands how staffing decisions impact efficiency and budget targets. Adaptable and quick to respond to changes in volume, staffing, and performance data. Communicates clearly and collaborates effectively with Operations, Vendor Management, and Workforce Management partners. Brings structure and clarity to near-term challenges, helping the business make quick, informed decisions that balance service, cost, and performance. Transferable Skills Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experience that align with this role. Examples include: Experience with workforce management or scheduling systems such as Aspect, Verint, or similar tools. Analytical or data-focused work in operations, finance, or performance reporting. Forecasting, planning, or data analysis in a high-volume, service-oriented environment. Strong Excel or data modeling skills developed through roles in analytics, operations, or business planning. Exposure to contact center operations, staffing optimization, or vendor performance management. Qualifications Bachelor’s degree or equivalent experience in Operations, Finance, Business Administration, or a related quantitative field. 5+ years of experience in forecasting and scheduling within a contact center or similar operational environment. Strong financial and business acumen with demonstrated analytical and problem-solving skills. Proficiency in Microsoft Excel, including formulas, filters, pivot tables, and data imports/exports from multiple sources. 5 years of experience using workforce management tools, preferably Aspect (Alvaria). Able to work both independently and collaboratively in fast-paced and ambiguous environments. Excellent written and verbal communication skills; able to present findings clearly and concisely to partners and leaders. High attention to detail and accuracy; committed to maintaining quality and open, two-way communication across teams. Ability to travel up to 10% as needed. Get to know us At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help people navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company reshaping an industry and helping more people make home a reality. How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise. Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list , reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. 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. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.