Lead Analyst

Role description

Abous Us:

Vista is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vista, small businesses can create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site and on-the-go.

The Global CARE Capacity Planning and Work Force Management (WFM) organization owns end-to-end workforce planning and execution of Vista's Global Customer Care and Design network. Our forecasting, strategic headcount planning, scheduling, and real-time management solutions are responsible for the millions of decisions needed to provide jaw dropping customer value to all our customers around the world. The Strategic Headcount Planning team is responsible for developing and maintaining Vista's demand and headcount supply plans to set customer contact volume site strategy and cost profile and ultimately to achieve customer service level goals. We are looking for an exceptional senior planner who has excellent data modelling, planning and technical skills combined with a talent for stakeholder management, who is passionate about customer experience, and who will contribute to major innovation across Global CARE Capacity Planning to join us as Lead Analyst, Headcount Planning. The successful candidate will experience a wide range of problem-solving situations, requiring extensive use of data collection and analysis, working with stakeholders worldwide to operationalize the headcount plans / hiring decisions, building global capacity planning models as well as the tools and processes for it.

Key Responsibilities:

• Standardize and automate the headcount planning processes globally, including designing/updating global capacity planning models, design database structures/tables to develop stakeholder aligned automated reporting at a global level
• Conceptualize and implement tools needed to automate headcount planning and reporting by working with product/tech, data and analytics and short-term planning team
• Work closely with Finance to automate headcount planning financial reporting for both plan and actuals, for country/site-level cost allocations and analyze reasons for variances and drive towards CARE's strategic vision
• Ensure plans are both grounded based on trends with forward alignment to the operational and financial strategy. Drive planning towards service level goal achievement by contact channel and skill. Continuously assess the strategic headcount plan for service level risk and devise offsetting contingency plans.
• Responsible for developing mapping logic between multiple databases (snowflake/AWS etc.) to get standardized reporting for planning metrics for both plan and actuals like Average Handle Time, Occupancy, Non-Productive Time, New Hire Productivity Ramp and Site and Skill Mix at the desired granularity
• Continual deep dive to provide key insights on variances vs plan, alignment on metrics for year-to-go plans, identifying risks & opportunities and effective communication and implementation of the long-term plan. Build automated and globally standardized reporting for same.
• Contributing to CARE strategic headcount planning annual financial budgeting process and communication of same to CARE leadership. Responsible for setting customer contact site allocation strategy and setting key annual KPI targets such as Site/Organization productivity, Average Handle Time/Occupancy/Non-Productive Time targets, and overall Site/Organization cost per contact.
• Leads headcount planning strategy and communication of same for key events, new launches, business and product expansion including but not limited to key promotional events and peak holiday readiness planning. Incorporates key events into the plan.
• Leverage AI to drive improvements within WFM/headcount planning team.

Your Qualifications:

• Bachelor's Degree in mathematics, statistics, computer science, engineering, economics or related field.
• 4+ years' experience designing and building complex strategic planning models
• Excellent data modelling, Excel and analysis skills driving business insights.
• Experience building SQL queries, database tables and structures.
• Experience in statistical analysis, data visualization
• Combination of technical skills and business savvy to interface with all levels within Capacity Planning, Data & Analytics, Finance and key operational stakeholder teams
• Excellent written and verbal communication skills.
• Excellent stakeholder management skills and experience presenting to senior leaders.

Good to Have:

• Advanced degree preferred.
• Experience preferred using R and/or Python for data modelling and/or forecasting.
• Experience preferred in time series forecasting and regression.
• Intermediate to advanced knowledge of SQL, Visual Basic or other programming languages are a plus
• Experience building VB add-ins for modelling, data preparation and data upload.
• Analysis experience in Customer Service or Operations preferred
• Operations Research or Capacity Planning experience preferred.
• Goal programming experience with languages such as Mosel a plus.
• Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
• Excellent attention to detail, proactive self-starter
• Ability to work successfully in a dynamic, ambiguous environment
• Ability to meet tight deadlines and prioritize workloads
• Ability to develop new ideas and creative solutions
• Exceptional influencing and leadership skills.

Why You'll Love Working Here:

Being at Vista means that you don't see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what's next, we're always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we're capable of. Some might call that a challenge; we just call it another great day at work.

Vista has received numerous recognitions including a perfect score of 100 on the Human Rights Campaign Foundation's 2021 Corporate Equality Index (CEI) naming us a Best Places to Work for LGBTQ Equality. We also earned a place as one of the best remote-first workplaces in the U.S. and on the Boston Best Places to Work list from Built In. In addition, Vista's CEO, Robert Keane, was recently honored with Comparably's Best CEOs award, listing him among the top CEOs according to employees. Vista offers numerous support systems including Employee Resource Groups like Pride, Mosaic, and Women in Technology, and special interests communities to foster awareness, respect, and inclusion within the workplace.

We're Remote-First:

In 2020, Vista adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers them to be their best. Vista also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us:

As an e-commerce powerhouse, Vista creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products and solutions that include signage, logo apparel, promotional products, face masks, flyers, postcards, business cards, websites and digital marketing. With Vista, small businesses are able to create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. In 2020, Vista acquired 99designs to expand its design offering via a worldwide community of more than 150,000 talented designers to make it easy for designers and clients to work together to create designs they love. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Equal Opportunity Employer:

Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

Please visit:

Meanwhile you can know more about our company details through below mentioned links:

About us: Our story -

Our India ecommerce website -

Global corporate Website –

Skills

Data Modeling, Excel, WorkForce Management / Capacity planning / Long term planning / Headcount Planning / Contact Centre Operations

About Cimpress

Founded in 1994, Cimpress (Computer Integrated Manufacturing Press) empowers individuals and businesses worldwide to make their mark through customized, high-quality products. With a $5 billion market cap and a presence in 24 countries, Cimpress is a market leader in mass customization—offering a wide range of personalized items, including print, signage, apparel, and packaging. Cimpress India (CI) supports Cimpress businesses by providing top-tier talent and operational solutions, advancing its mission to deliver value through personalization. Operating as a "talent container" model, CI simplifies hiring, payroll, HR, and logistics, allowing businesses to focus on their ambitious goals. Currently, Cimpress India hosts over 2,400 team members across 14 Cimpress brands, with key hubs in Ahmedabad, Bengaluru, and Mumbai. Our teams play a vital role in Cimpress's commitment to mass customization and innovation, making custom products accessible and impactful.