Senior Capacity Analyst

Role: Sr. Resource Planner

Position overview:
As a Senior Resource Planner you use your expertise to produce short and long term plans for seat resources and for frontline team members. Youproduce simulations of resource maximization, operations transitions within sites/ geographies and provide recommendations on how to improve theaccounts resources. You unify planning for accounts supported in multiple locations. You contribute to the improvement of performance anddevelopment of the team.

Key responsibilities
Analyze historical data, call volume patterns, and other relevant metrics to forecast future capacity (humans, seats, bots. equipment) needs Develop and maintain detailed capacity planning models (humans, seats, bots, equipment), considering factors like staff scheduling, workinghours, breaks, and training requirements Validate client forecasts and requirements for trends and compliance with contractual agreements Forecast full time equivalents (FTE) to meet targets based on the analysis of front office and back office volume projections, services metricstargets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level Project resource requirements (seats, equipment, bots) per account based on current manpower and existing/ upcoming business needs/ goals Create simulations of staffing strategies to optimize utilization; create simulations required to support the request for proposal (RFP) process Create and manage capacity utilization and monitors the actual costs versus the resource planning budget Contribute to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value. Provide feedback and guidance to Resource Planners on the team to improve performance and foster development, acting as a backup during theabsence of the Manager of Resource Planning Collaborate with cross-functional teams to understand business requirements and forecasted workload Monitor the utilization of resources across sites compared to the resources capacity forecast and make adjustments based on actual performanceand changing business conditions Conduct in depth analysis to identify trends, patterns, and opportunities for resource capacity planning and allocation"

Core competencies
Giving support, focusing on customers, embracing technology, managing self-development

Functional competencies
Knowledge of data management and forecasting modeling Knowledge of seat capacity planning Advanced use of Excel or Google Sheets Analytical and complex problem solving skills Stakeholder management and ability to influence without authority Financial acumen Knowledge of basic project management principles