Capacity Planning and Labor Capitalization Analyst

at  Verizon

WHEN YOU JOIN VERIZON

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

Verizon is building a world-class Customer Experience Organization committed to excellence and innovation in every aspect of our customer’s journey. The Customer Experience Planning and Operations Group enables teams to deliver superior customer experiences, by streamlining processes, driving operational efficiencies, enhancing performance metrics and ensuring financial responsibility.
We are seeking an Analyst of Capacity Planning and Labor Capitalization to join our team. This role is an opportunity to excel and to begin your career in a position that influences the entire spectrum of our customer interactions. As a supporting role behind our operational strategies, you will be responsible enhancing our ability to plan, report, and actualize labor across multiple teams and projects.
We are looking for a detail-oriented and analytical individual with a passion for streamlining processes and improving efficiency. This comprehensive role encompasses velocity planning and reporting, meticulous capacity and resource planning, and tracking taxonomy coverage. By identifying cross-impact dependencies and streamlining labor actualization, you will ensure that our organization not only meets but exceeds our operational targets through improved efficiency and effectiveness. Your planning and execution will directly contribute to our overarching goal of delivering exceptional service and innovative solutions to our customers, making a real difference in how we conduct our business every day.

Responsibilities:

• Maintaining robust velocity tracking models to measure performance and project timelines across departments.
• Regularly reporting on project progress and velocity metrics to senior management, collaborating on actionable insights and recommendations.
• Monitoring and analyzing labor utilization against project activities across all departments to gauge efficiency and productivity.
• Assisting in the assessment of capacity requirements for all customer experience projects and initiatives to match effectively with available resources.
• Tracking the taxonomy coverage not only for the design team but for all departments within the Customer Experience Organization
• Working closely with cross-functional teams to highlight and address these dependencies early in the project lifecycle.
• Collaborating with project managers and IT specialists to ensure comprehensive integration of taxonomy alignments into all operational tools and platforms.
• Identifying and analyzing dependencies across projects and departments, assessing potential impacts, devising mitigation strategies, and escalating as needed.
• Implementing labor actualization frameworks to align actual labor time with projected estimates, adjusting resource allocation as needed to meet diverse project demands.