Job description
the capacity planning analyst is a critical role that requires strong analytical and problem-solving skills. The ideal candidate will have a solid understanding of industry standards and practices, as well as the ability to integrate specialty area knowledge with data analysis tools and methodologies.
responsibilities:
* perform complex short- and long-term capacity planning analyses that have potentially broader business impact.
* conduct volume and staffing analyses to ensure call performance goals are met.
* mentor lower-level analysts in workforce management or call center best practices.
* monitor potential impacts of changes in policies and procedures on capacity planning.
* determine cob routing for system failures, external factors, or telephony network failures.
* provide short-term planning to forecast daily and interval volumes and productivity.
required skills and qualifications
* 2-5 years relevant experience in workforce management or call centers.
* strong analytical, mathematical, and troubleshooting skills.
* excellent data analysis skills, including proficiency in sql.
* ability to communicate complex information to stakeholders.
benefits
this role offers a unique opportunity to work in a dynamic and challenging environment, with opportunities for professional growth and development.
others
the ideal candidate will be a team player who is able to work collaboratively with cross-functional teams to achieve business objectives.