The Role

The Lead Capacity Planning Analyst has responsibility for capacity planning including but not limited to: medium and long term forecasting of contact volume, average handle time, budget, and staffing requirements across multiple sites & LOBs to ensure service level/key performance indicator (KPI) goals are efficiently achieved within each area of the business. The analyst will provide WFM related direction to business owners, partners, and leadership. The analyst will also be responsible for compiling and creating analyses to WFM leadership and internal customers. This role will be designing and building ad-hoc analysis to provide decision support to help guide the business on short and long-term decisions and help drive both Financial performance results and Service Performance results.

The Main Responsibilities

• Assist in leading the development of new processes and methodologies for Forecasting & Capacity Planning
• Responsible for contributing to the establishment and development of organizational strategic goals
• Develop resolutions to complex problems that frequently require advanced competency in WFM metrics and Contact Center analysis
• Lead the implementation of tactical plans in support of strategic initiatives
• Uses WFM and business judgment within broadly defined policies and practices in order to make recommendations to drive continuous improvement
• Lead multi-layered “what if” scenarios to assess volume, staffing, performance and cost impacts to changes in the business
• Create, maintain, and analyze staffing, volumes, AHTs, non-productive time, occupancies, workload, etc. in order to maximize efficiencies via a Capacity Planning model
• Work with O&O and partner teams by providing staffing and other WFM related guidance and direction
• Serves as a liaison and takes on a leadership role representing WFM on projects with other departments and functional areas
• Investigating and resolving complex reporting problems that are essential to managing Service Delivery and WFM goals
• Will lead and perform in-depth analysis on planning and operational challenges as assigned by WFM leadership in order to develop solutions to complex challenges
• Balance Service Level, KPI, and Financial performance by developing and implementing a complex highly effective long-term Operating Capacity Plan
• Create an annual weekly level Capacity Plan for the omni-channel Contact Center operation, which will incorporate multiple lines of business with multiple sites, contact types, tiers, and queues, with contact overflow architecture.
• Compose, lead, and present bi-weekly Capacity Plan meetings with leadership and key participants

What We Look For in a Candidate

Job Requirements:

• Minimum of 5+ years of advanced level WFM forecasting and complex analysis experience specifically in a WFM organization that supports Contact Centers
• A minimum of two years of experience creating and maintaining a Capacity Plan or complex Staffing Models for a multi-site, multi-LOB, omni-channel medium to large size Contact Center operation
• Proficiency in Word, PowerPoint, and preferably Database tools such as SQL, Salesforce
• Expert level of proficiency in Excel including macros and VBA knowledge
• Excellent analytical and presentation development/delivery skills
• Ability to meet multiple deadlines while working independently
• Proven ability to achieve results on a regular basis with minimal supervision
• Solid written and oral communication skills
• Experience supporting leadership, other organizations (sales, vendors, routing, reporting, lead team, finance, etc.) and driving attainment of results
• Requires strong work ethic, ability to work independently and strategically on complex, long-term projects with little supervision and be able to effectively multi-task in a very fast paced environment
• Possesses skillset, experience, and interpersonal skills that are necessary to mentor and assist in the development of WFM coworkers
• Proven track record in building WFM specific analysis and implementing actions that drive results
• Working knowledge of Aspect/eWorkforce, NICE Cloud, Genesys or similar workforce management software

Preferred Qualifications:

• Knowledge of telecom/communication industry and consumer, business, repair, & chat support experience
• Knowledge of call routing and agent skilling preferably on the Genesys Cloud platform
• Bachelor's degree or equivalent education preferred but not required
• Proficient in understanding and extracting data from SalesForce, Genesys, & Access

What to Expect Next