Capacity Planning Analyst - Remote

Overview

The Capacity Planning Analyst is responsible for preparing accurate and timely forecasts for a high-volume operations team, determining lead/task volume, analyzing contact arrival patterns, and communicating headcount and scheduling needs.

In Short

• Build capacity planning models for changing business use cases.
• Provide analysis to assess risks associated with capacity planning scenarios.
• Ensure alignment with Annual Operating Plan inputs.
• Partner with Finance, Product, BI, and Operations to improve forecasting models.
• Drive cost savings initiatives for operational efficiencies.
• Facilitate meetings with Finance and Leadership teams.
• Supervise headcount expense reduction requirements.
• Compile and analyze call center performance reports.
• Work independently in ambiguous environments.
• Perform administrative functions for the workforce management platform.

Requirements

• Bachelor's degree or equivalent experience in Operations, Finance, or Business Administration.
• At least 2 years of forecasting and scheduling experience in a contact center environment.
• Strong financial and business sense with proven analytical capability.
• Advance level Microsoft Excel skills required.
• 3-5 years of Workforce Management experience, preferably using Alvaria.
• Excellent verbal and written communication skills.
• High accuracy of work; champion open communication.
• Ability to travel 5 - 10% of the time.

Benefits

• Comprehensive medical, dental, vision, life, and disability coverages.
• Parental leave and family benefits.
• Retirement contributions.
• Paid time off.
• Flexible work arrangements.