ABOUT THE ROLE
We are looking for a Capacity Planning Analyst to join our Business Intelligence/Data Analytics Team. This role owns the long-term and short-term staffing capacity models that ensure the organization has the right number of people, with the right skills, in the right place at the right time. You'll forecast contact/transaction volumes, model staffing requirements, and partner closely with Real-Time Analysts, Scheduling, Recruiting, and Operations leadership to keep service levels on target while balancing cost efficiency.
This is a build-and-run role: you will establish the methodology, templates, and cadence while delivering live cap plans for priority accounts from day one
KEY RESPONSIBILITIES
- Build and maintain long-term (annual/quarterly) and short-term (weekly/daily/intraday) staffing capacity plans based on volume, handle time, shrinkage, and attrition assumptions.
- Forecast contact/transaction volume and average handle time (AHT) using historical trends, seasonality, marketing/product calendars, and business drivers.
- Monitor shrinkage, attrition, absenteeism, and overtime trends, and incorporate them into capacity models.
- Collaborate with Real-Time Management (RTM) and Scheduling teams to ensure schedules align with capacity plans and service level goals.
- Track and report on forecast accuracy, service level attainment, occupancy, and utilization; recommend adjustments as needed.
- Build dashboards and reports (Power BI, Excel) to communicate capacity, staffing gaps/surpluses, and risks to leadership.
- Support budget planning by providing headcount and cost projections tied to capacity models.
- Document planning assumptions, methodologies, and drivers of variance for transparency and audit purposes.
Standardize Methodology and Tooling:
- Build and maintain standard templates, definitions, and a repeatable methodology so cap plans are consistent and auditable.
- Ensure outputs no longer depend on any single person, removing the single-point-of-failure and ad-hoc-effort risk in the current model.
Enable Growth and Protect Service
- Produce data-backed expansion and coverage business cases that surface billable headroom (e.g. uncovered dispatch hours, seasonal volume).
- Flag SLA, occupancy, and overtime risk early, and recommend right-sizing to curb Origo absorbed overtime.
- Decision Support: data-backed expansion and coverage business cases, early flagging of SLA and occupancy risk, and right-sizing recommendations to prevent absorbed overtime.
- Out of scope: real-time queue management / live floor supervision, line-management of operations staff, and final hiring or commercial decisions — the role informs and recommends; account and operations leaders decide.
Partner Across Service Delivery:
- Work with Service Delivery Managers, team managers, and the reporting analyst to source data, validate assumptions, and align on actions.
- Reduce reliance on ad-hoc pulls, freeing team managers and to focus on their core roles.
Uphold Confidentiality and Compliance
- Protect client financial, operational, and personnel data, and uphold information-security, traceability, and audit requirements at all times.
SKILLS AND QUALIFICATIONS
- Bachelor's degree in Business, Statistics, Operations Research, Industrial Engineering, or related field (or equivalent practical experience).
- 5+ years of experience in workforce management, capacity planning, or operations analytics,
- ideally in a contact center, shared services, or high-volume operational environment.
- Strong understanding of WFM concepts: forecasting, staffing models, shrinkage, occupancy, service level, and Erlang calculations.
- Advanced Excel skills (modeling, scenario analysis, pivot tables); SQL proficiency for pulling and validating data.
- Strong analytical and quantitative skills with ability to translate data into staffing recommendations.
- Excellent communication skills; able to present staffing plans and trade-offs to non-technical stakeholders.
Preferred Qualifications
- Experience with BI/visualization tools (Power BI)
- Familiarity with Python, SQL and Power Platform
- Exposure to multi-skill/multi-channel routing environments (voice, chat, email, back office).
- Experience supporting budget and headcount planning cycles with Finance/HR/Operations.
- Knowledge of workforce optimization (WFO) suites and intraday management tools.
Key Competencies
- Strong quantitative and forecasting acumen
- Comfort operating in ambiguity with incomplete data
- Cross-functional collaboration (Ops, Recruiting, Finance, Client Success)
- Proactive, deadline-driven, and detail-oriented
- Clear, stakeholder-ready communication and storytelling with data