Capacity Planner
Posted 4 days ago
You'll complete your application on InteLogix's career site.
About the Role
This organization specializes in Customer Experience as a Service and accounts receivable management, utilizing a mix of digital and human-centered strategies to improve client engagement. Your primary objective as a Capacity Planner is to maintain operational stability by synchronizing staff availability with fluctuating business needs. You will manage the structural foundations of the business by generating extensive volume and workload projections covering a three-to-eighteen-month horizon. By collaborating with internal partners to convert these estimates into hiring strategies and training timelines, you will help achieve organizational objectives and ensure fiscal responsibility through strategic workforce planning.
Requirements
- You need a minimum of three years of professional experience in forecasting, capacity planning, or a comparable analytical role.
- You must have deep knowledge of contact center operations, specifically regarding occupancy, shrinkage, and Erlang modeling.
- You are required to demonstrate advanced analytical and statistical capabilities, particularly with complex Excel-based modeling.
- You should have experience operating within capacity forecasting software and workforce management systems.
- You will be considered a stronger candidate if you possess proficiency in SQL as well as business intelligence software like Tableau or Power BI.
Responsibilities
- You will develop comprehensive weekly and monthly workload projections and transform them into specific full-time employee needs and onboarding schedules.
- You will simulate diverse business outcomes by factoring in growth, seasonal fluctuations, shrinkage, and turnover rates.
- You will oversee the integrity of capacity models and conduct thorough audits to measure forecast precision against real-world metrics.
- You will serve as a primary point of contact between the recruiting and financial teams to assist in overseeing headcount and budgetary constraints.
- You will offer data-driven advice to correct imbalances in staffing levels to ensure efficient business operations.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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