Capacity Planner (Workforce Management)

Job Description

The Capacity Planner and Forecaster is responsible for analyzing historical data, creating accurate

forecasts, and developing capacity plans to ensure optimal resource allocation. This role requires

strong analytical skills and expertise in statistical modeling and forecasting methodologies.

Key Roles and Responsibilities

Develop accurate short-term and long-term forecasts for contact volumes

Create capacity plans based on forecast data and business requirements

Analyze historical trends and identify patterns affecting demand

Collaborate with business stakeholders to understand capacity requirements

Monitor forecast accuracy and continuously improve forecasting models

Prepare capacity planning reports and recommendations

Support budget planning with resource requirement projections

Conduct what-if scenario analysis for different business conditions

Required Knowledge and Skills

3+ years experience in forecasting and capacity planning

Strong knowledge of statistical forecasting methods (ARIMA, exponential smoothing, etc.)

Experience with time series analysis and trend identification

Understanding of contact center metrics and drivers

Advanced analytical and mathematical skills

Experience with data visualization and reporting

Knowledge of capacity planning principles and methodologies

Technical Expertise and Tools

Advanced Excel with statistical functions and modeling

Statistical software (R, Python, SPSS, SAS)

Forecasting tools (Forecast Pro, Oracle Crystal Ball, etc.)

Workforce Management Systems for data extraction

Business Intelligence platforms (Power BI, Tableau)

Database systems and SQL querying

Programming languages (Python, R) for advanced analytics

Personal Characteristics and Competencies

Strong analytical and logical thinking

Detail-oriented with high accuracy standards

Curiosity for data exploration and pattern recognition

Ability to translate complex data into business insights

Proactive approach to identifying forecasting improvements

Strong communication skills for presenting technical findings