Workforce Services Senior Analyst (Capacity)
- Albireo Recruiters
- 50 Positions
- 4 months ago
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Job Description
Role Workforce Services Senior Analyst (Capacity Planning)
Responsible for developing and managing accurate mid to short-term Capacity planning models. These
forecasts inform staffing, budgeting, and operational decisions across multiple business units and channels
(voice and non-voice).
Responsibilities
Develop and maintain comprehensive capacity plans that align workload forecasts with staffing.
Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple
lines of business.
Ensure all product outlooks are understood and reflect expectations based on detailed knowledge of the
product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders
Conduct scenario modelling analysis to assess the impact of different business strategies, operational
changes, or unexpected events.
Partner closely with Forecasting, Scheduling, and cross-functional interfacing teams to align capacity plans with
hiring timelines, training schedules, and budget constraints.
Translate capacity models into actionable headcount and hiring plans, ensuring service level targets and
efficiency goals are met.
Build and enhance capacity planning models and tools using advanced Excel, IEX
Identify and escalate capacity risks and constraints; propose mitigation strategies and drive cross-functional
decision-making.
Identify gaps in supply versus demand and manage actions to mitigate, ensuring communication with others
planning teams and operational stakeholders.
Creation of short-term planning packs to produce 30-minute interval Supply vs Demand and ABR projections by
product type
Provide executive-level reports and presentations with clear narratives, assumptions, and
recommendations.
Mentor and support junior planners and analysts within the Planning team.
Guide the schedulers to help them place off-phone time in the best place and optimize
schedules to minimize customer impact
Work closely with the forecasting team to understand the demand planning and the impact on Capacity
planning
Create process maps, standard working instructions for the areas they are responsible for.
Skills && Qualification
1-2 years of experience in workforce management, Capacity planning, preferably in a contact center or
service/sales/retail operations environment.
Strong proficiency in Excel (e.g., pivot tables, charts, formulas).
Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys)
Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact
on capacity models.
Real sense of ownership and accountability to deliver against the plan.
Good analytical and problem-solving skills, with attention to detail and accuracy.
Ability to forge positive, objective relationships with Client, Operations, and Support teams.
Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines, and conflicting
and shifting priorities.
Must demonstrate a perceptive, thorough, and decisive approach to problem-solving.
Soft Skills && Behavior
Strong business acumen and ability to link workforce metrics to operational and financial outcomes.
Excellent verbal and written communication skills; ability to translate complex data into actionable insights
for non-technical stakeholders.
Demonstrated ability to manage multiple priorities and deadlines in a fast-paced environment
Experience working cross-functionally with Operations, Finance, and IT.
Comfortable leading initiatives, facilitating meetings, and influencing decision-making at senior levels.
Build and maintain effective relationships with Stakeholders for the sites/products that you are responsible
for, ensuring constant communication and collaboration
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Operations Management / Process AnalysisFunctional Area: Not SpecifiedRole/Responsibilies: Workforce Services Senior Analyst (Capacity)Contact Details:
Company: Albireo RecruitersLocation(s): Anantpur,
Keyskills: cross functional coordination capacity management ms excel shrinkage control workforce management contact center occupancy planning sla management aht capacity planning
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