Capacity Planning Analyst

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Job Overview

Reporting to the Global Workforce Management Lead, the Workforce Headcount Planning Analyst is responsible for leading and managing the end-to-end headcount resource planning lifecycle and site performance to ensure effective management of all inbound and back office work types across a vast insurance enterprise. The position will have high visibility to all internal operations teams.

Responsibilities

• Implement and maintain best practice resource planning practices.
• Manage the Global Capacity Model for long-term and short-term capacity planning processes.
• Collaborate with Senior Operational Leadership, Human Resources, Strategic Program Teams, and Finance to ensure smooth capacity planning.
• Provide contact volume allocation recommendations considering quality, productivity, and cost trade-offs.
• Mitigate capacity risks by managing dependencies across sites and geographies, and communicate dependencies effectively.
• Participate in global customer service initiatives and project rollouts.
• Contribute to automation and standardization projects within the Capacity Planning organization.
• Maintain headcount reporting and track attrition trends across skills, channels, and locations.
• Collaborate on risk mitigation strategies with stakeholders.

Other Requirements

• Support project assignments as needed.
• Mentor the wider Workforce Management team, promote best practices, and enhance team performance.
• Identify potential risks to capacity and develop contingency plans.

Requirements

• At least 3+ years in Workforce Management within a contact centre environment.
• Minimum 2+ years in capacity planning and forecasting roles.
• Experience with WFM platforms like Verint, Aspect, IEX.
• Proficiency in data modeling, statistical analysis, and visualization tools such as PowerBI, Access, and SQL.
• Ability to interpret data for performance trends and improvements.
• Experience presenting long-term scenarios to senior leadership.

Behavioral Competencies

• Customer-focused with excellent interpersonal skills.
• Strong problem-solving abilities.
• Results-oriented with ownership of tasks.
• High attention to detail.
• Team player with initiative.
• Motivated, innovative, and able to work under pressure.
• Capable of prioritizing and managing work independently.
• Influential leader by example.

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