Capacity Planning Consultant

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Create and uphold extensive staffing models that support Operations Service/Call Centers.

• Assess resource needs for strategic workload planning over the long term.

• Identify and outline recommendations for hiring, scheduling, development time, and skill requirements.

• Perform variance and scenario analyses.

• Serve as the intermediary between Operations, Training, HR, Finance, and Expense business partners concerning staffing and capacity planning.

• Develop staffing plans and capacity needs based on data-driven analytics.

• Stay informed about the inputs and methodologies of staffing models.

• Work collaboratively with Operations partners to establish time standards for work processes.

• Organize planning meetings to discuss capacity requirements, risks, opportunities, and outcomes.

• Examine variances, pinpoint business drivers, investigate and predict demand drivers, and report on findings.

• Review forecasts for precision and proactively adjust to reduce variances.

• Persuade and negotiate with business partners and team members.

• Identify trends, quantify their effects, and communicate results related to staffing implications.

• Address what-if scenarios, cost-benefit inquiries, and staffing-related projects.

• Evaluate the connections between model variables and service-level commitments.

• Develop benchmarking metrics to evaluate the efficiency and productivity of staffing levels.

• Convert business processes into operational staffing models.

• Engage in model optimization to enhance efficiency and resource allocation.

• Submit staffing forecasts for the current and future years as part of financial outlook and operational planning processes.

• Communicate the drivers of change and secure leadership approval.

⛳️ Requirements

• Proven experience in creating capacity plans for call center and back-office operations.

• Experience in long-term workforce modeling, including building and maintenance.

• Background in long-term forecasting with a horizon of at least 2 years.

• Familiarity with Service Operations/Contact Center and/or business forecasting.

• Experience in performing quantitative analysis.

• Strong quantitative and mathematical abilities.

• A Bachelor’s Degree is preferred.

• Proficient to advanced skills in MS Excel.

• Knowledge of IEX and workforce planning tools.

• Skilled in data mining, analysis, and presentation.

• Capable of identifying pertinent data and data sources for meaningful analysis.

• Excellent analytical, critical-thinking, and problem-solving abilities.

• Strong written and verbal communication skills.

• Ability to influence and negotiate with business partners and colleagues.

• Skillful in articulating comprehensive business processes.

• Proven ability to tackle complex problems and analyze data effectively.

🏝️ Benefits

• Short-term or annual bonuses.

• Long-term incentives.

• Immediate recognition for outstanding performance.

• Comprehensive total compensation package.