Capacity Planner

Capacity Planner (Workforce Management) The Capacity Planner and Forecaster is responsible for analyzing historical data, creating accurate forecasts, and developing capacity plans to ensure optimal resource allocation. This role requires strong analytical skills and expertise in statistical modeling and forecasting methodologies. Key Roles and Responsibilities Develop accurate short-term and long-term forecasts for contact volumes Create capacity plans based on forecast data and business requirements Analyze historical trends and identify patterns affecting demand Collaborate with business stakeholders to understand capacity requirements Monitor forecast accuracy and continuously improve forecasting models Prepare capacity planning reports and recommendations Support budget planning with resource requirement projections Conduct what-if scenario analysis for different business conditions Required Knowledge and Skills 3+ years experience in forecasting and capacity planning Strong knowledge of statistical forecasting methods (ARIMA, exponential smoothing, etc.) Experience with time series analysis and trend identification Understanding of contact center metrics and drivers Advanced analytical and mathematical skills Experience with data visualization and reporting Knowledge of capacity planning principles and methodologies Technical Expertise and Tools Advanced Excel with statistical functions and modeling Statistical software (R, Python, SPSS, SAS) Forecasting tools (Forecast Pro, Oracle Crystal Ball, etc.) Business Intelligence platforms (Power BI, Tableau) Database systems and SQL querying Programming languages (Python, R) for advanced analytics Personal Characteristics and Competencies Strong analytical and logical thinking Detail-oriented with high accuracy standards Curiosity for data exploration and pattern recognition Ability to translate complex data into business insights Proactive approach to identifying forecasting improvements Strong communication skills for presenting technical findings Seniority level Associate Employment type Full-time Job function Customer Service Industries Business Consulting and Services #J-18808-Ljbffr