Workforce Services Senior Analyst (Capacity Planning)

Role Workforce Services Senior Analyst (Capacity Planning)

Responsible for developing and managing accurate mid to short-term Capacity planning models. Theseforecasts inform staffing, budgeting, and operational decisions across multiple business units and channels(voice and non-voice).

Responsibilities
Develop and maintain comprehensive capacity plans that align workload forecasts with staffing. Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiplelines of business. Ensure all product outlooks are understood and reflect expectations based on detailed knowledge of theproduct area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders Conduct scenario modelling analysis to assess the impact of different business strategies, operationalchanges, or unexpected events. Partner closely with Forecasting, Scheduling, and cross-functional interfacing teams to align capacity plans withhiring timelines, training schedules, and budget constraints. Translate capacity models into actionable headcount and hiring plans, ensuring service level targets andefficiency goals are met. Build and enhance capacity planning models and tools using advanced Excel, IEX Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functionaldecision-making. Identify gaps in supply versus demand and manage actions to mitigate, ensuring communication with othersplanning teams and operational stakeholders. Creation of short-term planning packs to produce 30-minute interval Supply vs Demand and ABR projections byproduct type Provide executive-level reports and presentations with clear narratives, assumptions, andrecommendations. Mentor and support junior planners and analysts within the Planning team. Guide the schedulers to help them place off-phone time in the best place and optimizeschedules to minimize customer impact Work closely with the forecasting team to understand the demand planning and the impact on Capacityplanning Create process maps, standard working instructions for the areas they are responsible for.

Skills && Qualification
1-2 years of experience in workforce management, Capacity planning, preferably in a contact center orservice/sales/retail operations environment. Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys) Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impacton capacity models. Real sense of ownership and accountability to deliver against the plan. Good analytical and problem-solving skills, with attention to detail and accuracy. Ability to forge positive, objective relationships with Client, Operations, and Support teams.

Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting
and shifting priorities. Must demonstrate a perceptive, thorough, and decisive approach to problem-solving.Soft Skills && Behavior Strong business acumen and ability to link workforce metrics to operational and financial outcomes. Excellent verbal and written communication skills; ability to translate complex data into actionable insightsfor non-technical stakeholders. Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment Experience working cross-functionally with Operations, Finance, and IT. Comfortable leading initiatives, facilitating meetings, and influencing decision-making at senior levels. Build and maintain effective relationships with Stakeholders for the sites/products that you are responsiblefor, ensuring constant communication and collaboration