Business Analyst I - Capacity Planning & Workforce Management
About The Position
The Analyst I, Capacity Planning & Workforce Management, will support operational and financial teams by transforming volume forecasts and operational metrics into short- and long-term headcount requirements. This role is responsible for building capacity plans using inputs such as account volumes, collections forecasts, occupancy targets, and utilization assumptions. The Analyst I will also create and maintain operational volume reports—including call volumes, handle times, and productivity metrics—and assist in implementing workforce management tools to support intraday, short-term, and long-term staffing decisions. Through strong analytical skills and cross-functional collaboration, this role provides clear, actionable insights that ensure departments are properly staffed to meet service and performance goals.
Requirements
- Bachelor’s degree in a quantitative, business, operations, or related field (e.g., Statistics, Economics, Mathematics, Business Analytics, Operations Management), or experience with Capacity Planning and Workforce Management.
- Strong Excel skills, including formulas, pivot tables, and comfort working with large datasets.
- Ability to understand and work with operational metrics such as AHT, occupancy, utilization, shrinkage, and service levels.
- Strong attention to detail and a proactive approach to identifying and solving problems.
- Effective communication skills, with the ability to explain analysis and recommendations to non-technical stakeholders.
Nice To Haves
- Familiarity with SQL or willingness to learn SQL to support automation and advanced reporting.
- Basic understanding of data visualization tools (e.g., Tableau, Power BI).
- Experience with Workforce Management software (e.g., TalkDesk, GeneSys, NICE, Verint, Calabrio, Alvaria) is a plus.
- Exposure to forecasting, staffing models, or capacity planning concepts.
Responsibilities
- Attend stakeholder meetings to understand operational forecasts, staffing needs, and reporting requirements, providing data-driven recommendations.
- Build, update, and maintain long-term capacity plans for operational departments using inputs such as forecasted account volumes, collection volumes, call volumes, occupancy targets, and utilization assumptions.
- Translate financial and operational forecasts into headcount requirements, identifying over/under-capacity risks and recommending staffing adjustments.
- Develop and maintain operational volume reports, including calls per day, average handle time (AHT), abandonment rates, contact rates, service levels, and productivity metrics.
- Setup configuration and ongoing management of workforce management tools for intraday, short-term, and long-term scheduling and staffing.
- Monitor actual volumes and staffing performance against forecasts, identifying variance drivers and updating assumptions as needed.
- Perform ad-hoc analysis to support operations, collections, customer service, and other cross-functional teams.
- Collaborate with finance and operations teams to ensure alignment in forecasting logic, staffing assumptions, and reporting.
- Conduct data validation and quality checks to ensure accuracy in capacity planning, WFM inputs, and operational reporting.
- Communicate findings, recommendations, and performance trends clearly to both technical and non-technical stakeholders.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
