Capacity Planning Manager

Omnidian

1d • $85,250 - $120,000 • Remote

About The Position

As the Capacity Planning Manager for our Operations team, you will forecast workload, volumes, and resource needs across customer support and related service teams. You will be part of a small team and work closely with department leaders and our Business Intelligence team to translate complex business processes into measurable workload and headcount requirements. This role is essential in ensuring optimal staffing to meet service levels and support customer satisfaction as we scale our customer support and field service operations.

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).

Nice To Haves

• Knowledge of statistics, data science concepts, or AI-driven forecasting tools.
• A degree in Business, Statistics, Math, Data Science, or a related quantitative field
• Experience in the solar or renewable energy industry.

Responsibilities

• 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, forecasting models and headcount reports to support a shifting business model.
• Update capacity plans monthly, to ensure accurate resource analysis and budget alignment.
• Present monthly headcount and forecast attainment reports to the senior leadership team.
• Run adhoc analyses to model scenarios that enable business decision-making.
• Partner with department leaders to translate new business processes into actionable headcount needs.
• Collaborate with the BI and Data teams to ensure data accuracy and improve the cadence of reporting.
• Identify and suggest innovative tools or AI-driven methods to improve forecasting accuracy and operational efficiency.
• Provide clarity to stakeholders during ambiguous business cycles or shifts in operational strategy.

Benefits

• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• Comprehensive Benefits: We've got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.
• Performance Bonus: Because exceptional work deserves exceptional rewards. Eligibility begins after 90 days.
• Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.
• Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed