Capacity Planning Manager
Omnidian
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Salary
💰 $85,250 - $120,000 per year
About the role
- Forecast workload, volumes, and resource needs across customer support and related service teams
- Analyze and interpret volume and productivity data from Salesforce and BI tools
- Lead the optimization and data integrity of residential forecasting models
- Build and maintain custom capacity plans and headcount reports
- Update capacity plans monthly for accurate resource analysis
- Present monthly headcount and forecast attainment reports to the senior leadership team
- Partner with department leaders to translate new business processes into actionable headcount needs
- Collaborate with BI and Data teams to ensure data accuracy
- Identify and suggest innovative tools or methods to improve forecasting accuracy
Requirements
- 3+ years in capacity planning or forecasting, specifically within support operations or high-volume call centers
- Demonstrable experience in diverse types of forecasting and scheduling methodologies
- Strong understanding of call center dynamics and Erlang-C formulas
- Advanced proficiency in Microsoft Excel (e.g., pivot tables, VBA, and complex data modeling)
- Experience generating reports from CRM tools (Salesforce) and BI platforms (Sigma, Power BI, or Tableau)
Benefits
- Health insurance (100% coverage of monthly premiums for employees)
- 50% coverage of dependents' health insurance premiums
- 401(k) administration and $1k match per year
- Paid time off
- 12 weeks of paid parental leave after 1 year of employment
- Four-week paid sabbatical leave after four years
- Competitive total compensation package including bonuses and stock options
- Annual learning reimbursement of up to $500
- Company-wide slack channels for social and wellness activities
- Affinity groups for employee support
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
capacity planningforecastingscheduling methodologiesErlang-C formulasMicrosoft Excelpivot tablesVBAdata modelingreport generationdata analysis
Soft Skills
leadershipcollaborationcommunicationanalytical thinkingproblem-solving