Capacity Planner

Job Description

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.)

• Workforce Management Systems for data extraction

• 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