Capacity Planning Analyst

ABOUT THE ROLE 

We are looking for a Capacity Planning Analyst to join our Business Intelligence/Data Analytics Team. This role owns the long-term and short-term staffing capacity models that ensure the organization has the right number of people, with the right skills, in the right place at the right time. You'll forecast contact/transaction volumes, model staffing requirements, and partner closely with Real-Time Analysts, Scheduling, Recruiting, and Operations leadership to keep service levels on target while balancing cost efficiency.

This is a build-and-run role: you will establish the methodology, templates, and cadence while delivering live cap plans for priority accounts from day one

KEY RESPONSIBILITIES

• Build and maintain long-term (annual/quarterly) and short-term (weekly/daily/intraday) staffing capacity plans based on volume, handle time, shrinkage, and attrition assumptions.
• Forecast contact/transaction volume and average handle time (AHT) using historical trends, seasonality, marketing/product calendars, and business drivers.
• Monitor shrinkage, attrition, absenteeism, and overtime trends, and incorporate them into capacity models.
• Collaborate with Real-Time Management (RTM) and Scheduling teams to ensure schedules align with capacity plans and service level goals.
• Track and report on forecast accuracy, service level attainment, occupancy, and utilization; recommend adjustments as needed.
• Build dashboards and reports (Power BI, Excel) to communicate capacity, staffing gaps/surpluses, and risks to leadership.
• Support budget planning by providing headcount and cost projections tied to capacity models.
• Document planning assumptions, methodologies, and drivers of variance for transparency and audit purposes.

Standardize Methodology and Tooling:

• Build and maintain standard templates, definitions, and a repeatable methodology so cap plans are consistent and auditable.
• Ensure outputs no longer depend on any single person, removing the single-point-of-failure and ad-hoc-effort risk in the current model.

Enable Growth and Protect Service

• Produce data-backed expansion and coverage business cases that surface billable headroom (e.g. uncovered dispatch hours, seasonal volume).
• Flag SLA, occupancy, and overtime risk early, and recommend right-sizing to curb Origo absorbed overtime.

• Decision Support: data-backed expansion and coverage business cases, early flagging of SLA and occupancy risk, and right-sizing recommendations to prevent absorbed overtime.
• Out of scope: real-time queue management / live floor supervision, line-management of operations staff, and final hiring or commercial decisions — the role informs and recommends; account and operations leaders decide.

Partner Across Service Delivery:

• Work with Service Delivery Managers, team managers, and the reporting analyst to source data, validate assumptions, and align on actions.
• Reduce reliance on ad-hoc pulls, freeing team managers and to focus on their core roles.

Uphold Confidentiality and Compliance

• Protect client financial, operational, and personnel data, and uphold information-security, traceability, and audit requirements at all times.

SKILLS AND QUALIFICATIONS

• Bachelor's degree in Business, Statistics, Operations Research, Industrial Engineering, or related field (or equivalent practical experience).
• 5+ years of experience in workforce management, capacity planning, or operations analytics,
• ideally in a contact center, shared services, or high-volume operational environment.
• Strong understanding of WFM concepts: forecasting, staffing models, shrinkage, occupancy, service level, and Erlang calculations.
• Advanced Excel skills (modeling, scenario analysis, pivot tables); SQL proficiency for pulling and validating data.
• Strong analytical and quantitative skills with ability to translate data into staffing recommendations.
• Excellent communication skills; able to present staffing plans and trade-offs to non-technical stakeholders.

Preferred Qualifications

• Experience with BI/visualization tools (Power BI)
• Familiarity with Python, SQL and Power Platform
• Exposure to multi-skill/multi-channel routing environments (voice, chat, email, back office).
• Experience supporting budget and headcount planning cycles with Finance/HR/Operations.
• Knowledge of workforce optimization (WFO) suites and intraday management tools.

Key Competencies

• Strong quantitative and forecasting acumen
• Comfort operating in ambiguity with incomplete data
• Cross-functional collaboration (Ops, Recruiting, Finance, Client Success)
• Proactive, deadline-driven, and detail-oriented
• Clear, stakeholder-ready communication and storytelling with data