Capacity Planning Consultant
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Job Description
Capacity Planning Consultant developing staffing models for call centers. Collaborating with Operations and Finance teams to shape annual plans and budgets.
Responsibilities:
- Act as liaison between Operations, Training, HR, Finance and Expense business partners with regards to staffing and capacity planning
- Develop and maintain strong working relationships with partners
- Establish staff plans and/or capacity requirements based on data and analytics
- Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions
- Conduct detailed variance analytics and identify key business drivers of change
- Influence and negotiate with business partners and colleagues
- Working closely with the Operational Lines Finance, Expense and Operations leads, identify trends, quantify impacts, and communicate business results relative to staffing implications
- Understand the interrelationship between model variables and the impact to service level commitments
- Develop benchmarking metrics in order to understand efficiency/productivity of actual planned staffing levels
- Develop and maintain expertise in business process
Requirements:
- Experience in constructing quantitative analysis
- Experience in building capacity plans for both call center and back office operations
- Long term workforce modeling, building and maintenance
- Long term Forecasting experience looking out at least 2 years
- Service Operations/Contact Center and/or business forecasting experience
- Bachelor’s Degree preferred
- Strong quantitative and mathematical skills
- Possesses strong to advanced MS EXCEL skills
- Familiarity with IEX and workforce planning tools
- Adept in data mining, data analysis, and data presentation
- Strong analytical, critical-thinking, and problem-solving skills
- Effective written and verbal communication skills a must
Benefits:
- Health insurance
- 401(k)
- Paid time off
- Professional development opportunities
- Bonuses
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