Capacity Planning Analyst

Capacity Planning Analyst

Position Purpose:

Essential Functions and Responsibilities:

• Updates, analyzes and matches FTL staffing/contact/performance levels. Proactively communicates with Resource Management/Operations and clients on any changes needed.
• Analyze historical and actual call arrival, AHT, shrinkage and attrition to create effective and accurate forecast.
• Create weekly, monthly, quarterly and annual volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy.
• Review program contract and build plans aligned to statement of work and client requirements.
• Review schedule efficiency by running scenarios to address workload interval trend, HOOP and client SLA.
• Track/maintain seat allocation to ensure enough seats are available for each program.
• Attends/Host internal and external calls to discuss long term/short term staffing as well as program performance.
• Provide/create/maintains necessary reports needed for FTL and future projections needed by internal/external customers.
• Provide recommendation to improve staffing, hiring fill/show rate, and training resources/availability and graduation rate.
• Proactively communicates CCS metrics and recommendations for action to Resource Management, Operations Management and/or clients. Works with Operations Management to deliver defined Resource Management Process and Procedure.
• Proactively communicate performance issues to Operations while providing solutions. Communicates with Resource Management, Operations, ITS, HR, Finance and Training.
• Delivers other tasks assigned by Resource Managers/Director.

Requirements

Minimum Job Requirements (Education, Experience, Skills):

• Bachelor’s degree
• 5+ years of workforce management experience with 2 years’ experience in forecasting/capacity planning.

• Strong analytical and problem-solving skills required.
• Proven working experience of Resource Management software is preferred.
• Proven experience using Microsoft Office products is required with intermediate level in using MS Excel
• Ability to handle multiple tasks and work with shifting priorities is required.
• Strong organizational, interpersonal, and communication (oral and written) skills are required.
• Must be able to work a flexible/dependable schedule.