Strategic Capacity Planner - Contact Center Forecasting

InteLogix; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

InteLogix is seeking a Capacity Planning Analyst to produce long-term forecasts (weekly to 18 months), translate them into FTE requirements, and shape ramp schedules. You will model scenarios for attrition, shrinkage, seasonality and growth, maintaining capacity models and tracking forecast accuracy against actuals.

Collaborating with Finance and Recruitment on budget, headcount and ramp, you will push for actionable insights through advanced Excel modelling and WFM/BI tools such as Power BI or

Qualifications

• 3+ years in capacity planning, forecasting or a strong analytical planning role.
• Solid understanding of contact centre metrics and staffing drivers (Erlang, shrinkage, occupancy).
• Strong statistical, analytical and Excel modelling skills.

Responsibilities

• Produce long-term (weekly/monthly, 3-18 month) volume and workload forecasts.
• Convert forecasts into FTE requirements, hiring plans and ramp schedules.
• Model scenarios for attrition, shrinkage, seasonality and business growth.
• Maintain capacity models and track forecast accuracy versus actuals.
• Partner with Finance and Recruitment on budget, headcount and ramp.
• Recommend actions to close over- and under-capacity gaps.

Skills

Forecasting

Capacity planning

Excel modelling

Staffing drivers

Analytical

Scenario modelling

Tools

WFM platforms

SQL

Power BI

Tableau

Job description

InteLogix is seeking a Capacity Planning Analyst to produce long-term forecasts (weekly to 18 months), translate them into FTE requirements, and shape ramp schedules. You will model scenarios for attrition, shrinkage, seasonality and growth, maintaining capacity models and tracking forecast accuracy against actuals.

Collaborating with Finance and Recruitment on budget, headcount and ramp, you will push for actionable insights through advanced Excel modelling and WFM/BI tools such as Power BI or