Capacity Planner

Citizens Financial Group•Johnston, RI

4d•$84,000 - $120,000•Hybrid

About The Position

The Capacity Planner ensures optimal staffing and resource allocation to meet service level objectives while balancing cost efficiency. This role requires strong analytical skills, forecasting expertise, and collaboration across operations and vendor management. Core Competencies & Responsibilities 1. Analytical & Forecasting Skills Develop accurate short-term and long-term forecasts using historical data, business trends, and predictive models. Apply Erlang C and other workforce planning methodologies to determine staffing requirements. Conduct variance analysis and identify drivers impacting forecast accuracy. 2. Strategic Planning Create capacity plans aligned with business objectives and budget constraints. Model “what-if” scenarios to assess impact of volume changes, staffing adjustments, or productivity shifts. Support annual and quarterly planning cycles with detailed FTE and cost projections. Ability to assess and scale technology updates and changes, and evaluate their impact on FTE requirements.. 3. Communication & Collaboration Partner with Workforce Management, Operations, Finance, and Vendor teams to align on staffing strategies. Present capacity plans and insights to leadership in a clear, actionable format. Influence decision-making through data-driven recommendations. 4. Technical Proficiency Advanced Excel and data visualization skills. Experience with WFM tools (e.g., NICE, Verint, Genesys) and BI platforms. Experience with call center routing platforms(Genesys, Cisco, AWS) Ability to automate reporting and streamline planning processes. 5. Problem-Solving & Adaptability Respond quickly to changes in volume, staffing, or business priorities. Develop contingency plans for unexpected events (e.g., system outages, marketing campaigns). Maintain flexibility in a fast-paced, dynamic environment. To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Requirements

Bachelor’s degree in business, Analytics, or related field (or equivalent experience).
3-5 years in short term forecasting and capacity planning or contact center operations.
Strong understanding of contact center metrics.
Excellent communication and stakeholder management skills.
Advanced Excel and data visualization skills.
Experience with WFM tools (e.g., NICE, Verint, Genesys) and BI platforms.
Experience with call center routing platforms(Genesys, Cisco, AWS)

Responsibilities

Develop accurate short-term and long-term forecasts using historical data, business trends, and predictive models.
Apply Erlang C and other workforce planning methodologies to determine staffing requirements.
Conduct variance analysis and identify drivers impacting forecast accuracy.
Create capacity plans aligned with business objectives and budget constraints.
Model “what-if” scenarios to assess impact of volume changes, staffing adjustments, or productivity shifts.
Support annual and quarterly planning cycles with detailed FTE and cost projections.
Ability to assess and scale technology updates and changes, and evaluate their impact on FTE requirements.
Partner with Workforce Management, Operations, Finance, and Vendor teams to align on staffing strategies.
Present capacity plans and insights to leadership in a clear, actionable format.
Influence decision-making through data-driven recommendations.
Automate reporting and streamline planning processes.
Respond quickly to changes in volume, staffing, or business priorities.
Develop contingency plans for unexpected events (e.g., system outages, marketing campaigns).
Maintain flexibility in a fast-paced, dynamic environment.