Workforce Management Forecasting & Capacity Planning Analyst

Public Partnerships | PPL

1d

About The Position

The WFM Forecasting & Capacity Planning Analyst ensures contact center service levels by delivering accurate volume forecasts and staffing models across multiple channels and planning horizons. This role translates demand into capacity and headcount requirements while accounting for seasonality, new initiatives, and complex operational constraints. Partnering closely with Operations, Scheduling, Real‑Time, and Finance teams, the analyst supports service delivery and headcount budgeting through data‑driven insights. The position requires strong analytical skills, deep knowledge of contact center metrics, and the ability to clearly communicate impacts and recommendations to stakeholders.

Requirements

• Strong proficiency in Excel is required.
• Functional knowledge of Erlang C and Regression Analysis.
• 2+ years of exp with WFM tools (NICE, Aspect, etc) and ACD tools are required
• Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail.
• Ability to confidently present data and analysis to multiple stakeholders and answer questions, propose solutions, and explain impacts.
• Strong understanding of a contact center’s metrics and targets.
• Strong knowledge of Erlang-C and Regression based forecasting.
• Ability to translate data into clear, actionable insights.
• Excellent attention to detail and ability to manage time effectively in a fast-paced environment.

Nice To Haves

• 5+ years’ Workforce Management experience with 3+ being in Forecasting or Capacity Planning preferred.

Responsibilities

• Develop and own short-, medium- and long-term volume forecasts using historical data, seasonality, and business specific trends for inbound, outbound, email, and chat contact types.
• Analyze both forecast accuracy and staff planning performance, identify drivers of variance, and prepare recommendations on corrective actions to keep staffing in line with demand.
• Build scenario models for new initiatives (campaigns, product launches, policy changes, system migrations) to forecast demand impact and staffing implications; produce data-driven recommendations (hire, defer, cross-train, overtime).
• Develop and own capacity models that convert forecasts into staffing requirements using AHT, SLA targets, shrinkage, occupancy, multi-skill routing, and cross-training constraints.
• Create and manage the annual capacity budget (FTE/Headcount) grounded in forecasted demand and productivity assumptions, partner with Finance on budget vs. actual deviations.
• Track and model Shrinkage, Attrition, and Adherence by line of business; produce hiring and backfill plans with scenario analysis (e.g. ramp timing, training impact, production impact).
• Convert forecasts to intra-day volume, AHT, and requirements to hand off to our Real-time and Scheduling partners.
• Partner with Operations, Scheduling, and Real-time teams to ensure service level delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level