Capacity Planning & Forecasting Analyst

About This RoleAI processing…

Key Responsibilities

• 1
  Build and maintain forecasting models to predict customer demand, contact volumes, and workload using statistical methods
• 2
  Analyze historical data to identify trends and run scenario analyses to support planning decisions
• 3
  Create capacity plans across short-, medium-, and long-term timeframes to align staffing with expected demand
• 4
  Monitor performance metrics such as service levels, productivity, and resource utilization, and recommend adjustments
• 5
  Partner with operations, HR, and other teams to align workforce plans with business goals
• 6
  Prepare reports and present forecasting results, capacity plans, and recommendations to leadership
• 7
  Support planning for peak periods, campaigns, and unexpected changes in demand
• 8
  Contribute to projects that improve workforce planning processes and service outcomes

Requirements

• You have a bachelor’s degree or equivalent experience in business, analytics, statistics, or a related field
• You have 5+ years of experience in workforce management or contact center forecasting
• You have 3+ years of experience in data analysis and project-based work
• You have experience using workforce management tools such as Assembled, Aspect, Calabrio, or NICE
• You can clearly present data insights and recommendations to stakeholders
• You are comfortable working with forecasting, scheduling concepts, and performance reporting
• You have experience optimizing staffing in contact center environments
• You have experience using AI tools to support forecasting, analysis, or planning work

Perks & Benefits