Contact Center Capacity Planner & Forecasting Analyst

The Elite Job; Delavan (WI); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote/hybrid options

Paid leave and holidays

Professional development opportunities

Career development in BI and analytics

Job summary

The Elite Job is seeking a detail-oriented Workforce Analyst – Contact Center Capacity Planning to support forecasting, staffing decisions, and resource optimization. You will partner with workforce management, operations, recruitment, and training teams to ensure optimal staffing and high service levels across channels.

You will analyze historical data, identify demand patterns, and translate complex data into practical workforce strategies, balancing efficiency with employee productivity and

Qualifications

• Bachelor's degree in a related field.
• Strong numerical, analytical, and problem-solving abilities.
• Proficiency in forecasting, capacity planning, and workforce management principles.
• Excel proficiency: formulas, pivot tables, charts, data analysis.
• Familiarity with Power BI or Tableau for reporting.
• Ability to translate data into actionable insights.

Responsibilities

• Forecast staffing needs across voice and other channels.
• Develop short-, medium-, and long-term workforce forecasts.
• Monitor service levels, occupancy, and performance metrics.
• Collaborate with recruitment, training, and operations teams.
• Prepare regular workforce reports for leadership and stakeholders.

Skills

Forecasting

Capacity planning

Excel

Power BI

Tableau

SQL basics

Education

Bachelor's degree in Business Administration, Mathematics, Statistics, Economics, Data Analytics, Operations Management, Industrial Engineering, or related field

Tools

Power BI

Tableau

SQL

Job description

The Elite Job is seeking a detail-oriented Workforce Analyst – Contact Center Capacity Planning to support forecasting, staffing decisions, and resource optimization. You will partner with workforce management, operations, recruitment, and training teams to ensure optimal staffing and high service levels across channels.

You will analyze historical data, identify demand patterns, and translate complex data into practical workforce strategies, balancing efficiency with employee productivity and