Remote Capacity Planning Analyst

The Hartford; Hartford (CT); Hybrid; USD 74,000 - 112,000; Full time

Job summary

The Hartford is seeking a Capacity Planning Consultant to develop and maintain staffing models for Operations Service/Call Centers, aligning workloads with budget and strategic initiatives. This role can be done in office or remotely, offering flexible work arrangements while collaborating with Operations, Finance and HR partners.

You will analyze demand, forecast staffing needs for multi-year plans, run scenario analyses, and communicate results to leadership to influence decisions and drive

Qualifications

• Experience in building capacity plans for call center and back office operations.
• Long term workforce modeling, building and maintenance.
• Long term forecasting experience looking out at least 2 years.
• Service Operations/Contact Center and/or business forecasting experience.
• Experience in constructing quantitative analysis.
• Strong quantitative and mathematical skills.
• Familiarity with MS Excel and advanced Excel skills.

Responsibilities

• Act as liaison between Operations, Training, HR, Finance and Expense partners regarding staffing and capacity planning.
• Establish staff plans and capacity requirements based on data and analytics; work with partners on time standards.
• Conduct planning meetings to discuss capacity needs, risks and results.
• Perform variance analytics; forecast demand drivers and adjust plans to minimize variances.
• Influence decisions by presenting clear rationale to business partners.

Skills

Capacity planning

Forecasting

Data analysis

Excel skills

Communication skills

Problem-solving

Education

Bachelor’s degree preferred

Tools

IEX

Job description

The Hartford is seeking a Capacity Planning Consultant to develop and maintain staffing models for Operations Service/Call Centers, aligning workloads with budget and strategic initiatives. This role can be done in office or remotely, offering flexible work arrangements while collaborating with Operations, Finance and HR partners.

You will analyze demand, forecast staffing needs for multi-year plans, run scenario analyses, and communicate results to leadership to influence decisions and drive