Senior WFM Capacity Planner – Remote/Hybrid, Data-Driven

Taleo; Scottsdale (AZ); Hybrid; USD 68,000 - 89,000; Full time

Benefits offered by this job

Medical insurance

401(k) match

Paid Time Off

Holidays

Flexible Spending Accounts

Job summary

Consumer Cellular is seeking a Senior Workforce Management Capacity Planner to translate business demand into actionable long‑term workforce plans across a multisite environment. You’ll own forecasting, capacity modeling, staffing strategies, and scenario planning to align supply with operational needs for the contact center.

The role partners with Operations, Finance, Marketing, Training, Reporting, Technology, and Talent Acquisition to deliver data‑driven recommendations that influence hiring

Qualifications

• Minimum Bachelor’s Degree in Business, Mathematics, Statistics, or related field — or equivalent combination of education and experience.
• Minimum 5+ years workforce management, capacity planning, forecasting, operational planning, analytics, or related contact center operations experience.
• Minimum 3+ years independently managing forecasting and capacity planning workstreams in a multi-skill, multi-channel, or multi-site environment.
• Minimum 3+ years scheduling/planning in a WFM platform (Aspect WFM preferred; NICE experience beneficial).

Responsibilities

• Develop and maintain long-term workforce forecasts using historical volume, productivity, shrinkage, staffing data, and relevant business drivers.
• Translate forecasted demand into staffing and capacity requirements incorporating attrition, hiring timelines, training throughput, ramp curves, productivity, and skill mix.
• Define the inputs used to build capacity models and document the risk and confidence level associated with each variable.
• Analyze capacity versus demand to identify staffing gaps, surpluses, and operational risks.
• Build scenario and what-if models to evaluate changes in volume, productivity, service models, workflows, technology, and other business assumptions.
• Analyze forecast accuracy and variance drivers and continuously improve forecasting models, assumptions, and capacity planning methodologies.

Skills

Forecasting

Capacity planning

Workforce management

Data analysis

Staffing strategy

Scenario planning

Cross-functional collaboration

Multi-site operations

Education

Bachelor's degree in Business, Mathematics, Statistics, or related field

Tools

Aspect WFM

Excel

Power BI

NICE

Claude

Job description

Consumer Cellular is seeking a Senior Workforce Management Capacity Planner to translate business demand into actionable long‑term workforce plans across a multisite environment. You’ll own forecasting, capacity modeling, staffing strategies, and scenario planning to align supply with operational needs for the contact center.

The role partners with Operations, Finance, Marketing, Training, Reporting, Technology, and Talent Acquisition to deliver data‑driven recommendations that influence hiring