Capacity Planning Consultant
The Hartford
full-time
Posted on:
Location Type: Remote
Location: Connecticut • United States
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Salary
💰 $74,400 - $111,600 per year
About the role
- Act as liaison between Operations, Training, HR, Finance and Expense business partners with regards to staffing and capacity planning
- Develop and maintain strong working relationships with partners
- Establish staff plans and/or capacity requirements based on data and analytics
- Maintain comprehensive knowledge of staffing model inputs and methodology
- Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions
- Conduct detailed variance analytics and identify key business drivers of change
- Research, forecast and report on demand drivers
- Review forecast for accuracy and make proactive changes to minimize variances
- Influence and negotiate with business partners and colleagues
- Clearly articulate points of view and provide compelling rationale to influence decisions
- Working closely with the Operational Lines Finance, Expense and Operations leads, identify trends, quantify impacts, and communicate business results relative to staffing implications on a monthly basis
- Respond to “what-if” scenarios, cost benefit requests, and other projects that have staffing implications
- Able to quantify implications of initiatives on staffing needs
- Understand the interrelationship between model variables and the impact to service level commitments
- Develop benchmarking metrics in order to understand efficiency/productivity of actual planned staffing levels
- Assess risk and opportunities
- Develop and maintain expertise in business process
- Participate in model optimization techniques that drive efficiency and optimize resource utilization
- Play a key role in the financial outlook and operating plan process by submitting staffing projections for current and outer years
Requirements
- Experience in constructing quantitative analysis
- Experience in building capacity plans for both call center and back office operations
- Long term workforce modeling, building and maintenance
- Long term Forecasting experience looking out at least 2 years
- Service Operations/Contact Center and/or business forecasting experience
- Bachelor’s Degree preferred
- Strong quantitative and mathematical skills
- Possesses strong to advanced MS EXCEL skills
- Familiarity with IEX and workforce planning tools
- Adept in data mining, data analysis, and data presentation
- Able to identify relevant data and data sources to provide meaningful analysis
- Strong analytical, critical-thinking, and problem-solving skills
- Effective written and verbal communication skills a must.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
- Bonuses
- Stock options
- Flexible work arrangements
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
quantitative analysiscapacity planningworkforce modelingforecastingdata miningdata analysisdata presentationbenchmarking metricsvariance analyticsstaffing projections
Soft Skills
relationship buildinginfluencenegotiationcommunicationanalytical skillscritical-thinkingproblem-solvingorganizational skillsrisk assessmentopportunity assessment
Certifications
Bachelor’s Degree