Capacity Planner

Job Summary

To support effective service level objectives, the full-time remote Workforce Management Capacity Planner will forecast workload demand and translate it into strategic staffing requirements while collaborating with various teams to enhance operational performance and efficiency.

Key Responsibilities

• Develop and maintain workload forecasts based on historical data and business drivers
• Translate forecasts into staffing requirements and identify capacity gaps
• Conduct scenario modeling and risk management analyses to prepare for demand fluctuations

Required Qualifications

• Bachelor's degree or equivalent work experience preferred
• 2-5 years of experience in Workforce Management, Capacity Planning, or Forecasting
• Proficiency in WFM tools and advanced Excel skills
• Strong understanding of contact center KPIs
• Ability to manage multiple priorities in a fast-paced environment