Capacity Planning Analyst

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Position Purpose 

Reports to WFM yet supports Operations, our Clients, GWFM, HR, QA, Training, IT & other departments to help …  

• Successfully manage staffing and equipment requirements for all clients by LOB 
• Follow standard processes / procedures to communicate & educate both internal & external staffing needs  
• Provide daily insight on recruitment progress for scheduled classes  
• Co-ordinate new hire classes with relevant supporting teams 

Essential Functions  

• Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and monthly planning 
•  Provide minimum rolling 18 months FTE requirements for multiple lines of business in the contact center
• Create special forecasts for hypothetical scenarios to assist decision makers in new market launches and business initiatives
• Coordinate advance workforce planning requirements for all areas within the itel Operations team to achieve established staffing and service levels.
• Creating models based on historical statistics to help guide future decisions.
• Responsible for forecasting accuracy among key operational metrics reviewed weekly.
• Delivering monthly Stakeholder Review which illustrates previous month’s operational performance compared to forecast & budget. 8. Facilitating and driving decision points in the Monthly FTE Governance meeting.
• Understand key drivers for planned vs actual staffing and workload variances
• Build training and hiring plans based on workload projections, skillset base & gap analysis
• Optimize Workforce Management FTE Management processes
• Responsible for developing head count requirements for all Business Units by LOBs
• Responsible for planning switch group movement between domains to optimize staffing resources
• Analytics: Contact Volume, AHT and variances in other inputs impacting staffing plans

Job Qualifications 

Skills, Knowledge & Abilities: 

• Exceptional analytical planning and organizational skills with a proven track record of managing strict deadlines 
• Ability to identify & properly handle complex issues requiring a high level of expertise in making recommendations & decisions 
• Skill in establishing and maintaining effective working relationships 
• Intermediate working knowledge of Microsoft Excel, Word, PowerPoint and other programs as required 
• Advanced working knowledge of mathematical fundamentals: fractions, percentages, ratios & practical situations 
• Intermediate analytical and problem-solving skills 
• Able to work independently with efficient time management skills 
• Ability to adapt to changing priorities, meet deadlines & work well under pressure 
• Ability to be able to transfer learned knowledge to others within the team, to OPS, to our Client, to Agents, etc. …  
• Ability to exercise initiative & judgment as well as make decisions within the scope of assigned authority 

Education Or Formal Training: 

• Associate degree or bachelor's degree from a certified College or University is preferred 

Experience: 

• 18 months minimum experience is required within a Real Time Analyst role or equivalent WFM role 

Working Environment/Physical Activities: 

Work is generally performed in an office environment. The noise level in the work environment is usually moderate. Travel may be required yet limited. While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls; and talk and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.