Strategic Capacity Planner - Forecasting & WFM Expert

Citizens; Johnston (RI); Hybrid; USD 84.000 - 120.000; Vollzeit

Benefits dieser Stelle

Comprehensive medical, dental, and vision coverage

Retirement benefits

Education reimbursement

Wellness programs

Zusammenfassung

A leading financial institution is seeking a Capacity Planner to ensure optimal staffing and resource allocation. You will develop forecasts using analytical skills and historical data while collaborating with various teams. The ideal candidate should possess a Bachelor’s degree and several years of experience in forecasting within a contact center environment. This role includes a competitive salary ranging from $84,000 to $120,000 per year along with numerous benefits and opportunities for professional growth.

Qualifikationen

• 3-5 years in short-term forecasting and capacity planning or contact center operations.
• Strong understanding of contact center metrics.
• Excellent communication and stakeholder management skills.

Aufgaben

• Ensure optimal staffing and resource allocation to meet service level objectives.
• Develop accurate short-term and long-term forecasts using historical data.
• Create capacity plans aligned with business objectives and budget constraints.
• Partner with Workforce Management, Operations, Finance, and Vendor teams.

Kenntnisse

Analytical Skills

Forecasting Expertise

Collaboration

Communication Skills

Problem-Solving

Ausbildung

Bachelor’s degree in business, Analytics, or related field

Tools

Advanced Excel

WFM tools (e.g., NICE, Verint, Genesys)

Call center routing platforms (e.g., Genesys, Cisco, AWS)

Jobbeschreibung

A leading financial institution is seeking a Capacity Planner to ensure optimal staffing and resource allocation. You will develop forecasts using analytical skills and historical data while collaborating with various teams. The ideal candidate should possess a Bachelor’s degree and several years of experience in forecasting within a contact center environment. This role includes a competitive salary ranging from $84,000 to $120,000 per year along with numerous benefits and opportunities for professional growth.