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

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

Capacity Planning Consultant

Key skills