Senior Planning Analyst

MinutestoSeconds is a dynamic organization specializing in outsourcing services, digital marketing, IT recruitment, and custom IT projects. We partner with SMEs, mid-sized companies, and niche professionals to deliver tailored solutions. We would love the opportunity to work with you! **Role Overview:** As a Capacity Planning Specialist at MinutestoSeconds, your primary role will involve creating Capacity Plans for Enterprises and collaborating with partners for their sites. You will be responsible for preparing, monitoring, and generating mathematical models using WFM Tools to determine staffing requirements. Additionally, you will oversee the overall Capacity planning for HC, continuously monitor performance against plans, refine assumptions as necessary, and provide recommendations to optimize resources. **Key Responsibilities:** - Create Capacity Plans for Enterprise and co-create with partners for their sites - Prepare, monitor, and generate appropriate mathematical models using WFM Tools - Oversee the overall Capacity planning for HC - Continuously monitor performance and refine assumptions - Model FTE requirement for long and short-term, providing capacity recommendations - Conduct Stakeholder review meetings for Sign-off of Short-Term Capacity Plan - Maintain Historical Data and trends - Review DOW and Intraday Patterns - AHT profiling - Assumption Management - Own HC reconciliation with partner WFM teams **Qualifications Required:** - Overall experience of 4-6 years and at least 2-3 years in a planning role - Experience in managing a multi-site and multi-vendor environment - Strong process and mathematical orientation - Experience in data modeling, simulations, and scenario planning - Experience of stakeholder management and aptitude for planning risk identifications - Analytical with a good understanding of Contact Centre metrics - Strong business acumen - Good communicator and collaborator - Strong Communicator and decision maker - Hands-on Experience with Anaplan will be an added advantage - Strong attention to detail and sense of professionalism with the ability to develop relationships,