Senior Capacity Management Analyst

Analyzes contact centers or field offices to include call volume, call patterns, staff productivity, attrition rates, and resource allocation. Based on research and analysis, works with Site/Field Management to develop staffing schedules in support of operational needs. Reports out to leadership and makes recommendations to support decision making to meet operational needs. Identifies opportunities for efficiencies in processes.

• Develops staffing and scheduling plans through researching and analyzing call center, contact center, or field office trends, forecasting need based on prior and future activity, and utilizing capacity management software.
• Presents recommendations to Center Management in support of meeting business unit goals and objectives.
• Performs independent analyses and deliver increased reporting capabilities/tools that are logical and impactful and bring unique perspective to problem at hand.
• Provides analytical thought leadership to more junior analysts.
• Generates and evaluates more complex staffing schedules and ensures data updates into scheduling system.
• Collaborates with all managers across each site to ensure issues as resolved accurately and timely.
• Supports intraday scheduling by allocating staffing resources to handle call flow both within one site and between multiple sites.
• Updates scheduling staffing system based on daily changes.
• Maintains skill profile for each telephony rep.
• Supports non-intraday scheduling by generating short and long-term staffing models and providing recommendations based on analysis.
• Responsible for regularly updating and maintaining database.
• Works with vendor(s) to ensure accurate and timely loading of data.
• Conducts tests in support of data integrity.
• Trains supervisory and Center Management on implementation of staffing and scheduling plans and on the effective usage of forecasting resources.
• Conducts scheduling orientation for new hires.
• Handles various scheduling questions and requests by call center staff.
• Manages call list to include verifying tracking processes, contact attempts, etc.
• Addresses system enhancement requests made by Center Management or Team Supervisors.
• Updates individual scheduling templates (i.e. disability status) or correlated to issues to the call center (opening of a new center, overflow coverage, etc.).
• Prepares various reports for management as requested.
• Acts as a contact regarding scheduling/staffing call center issues on special project teams, as well as at various meetings, and provides recommendations.
• Performs additional duties as assigned.

• Bachelor degree or equivalent training, in addition to 2+ years related work experience required
• Workforce Management background or solid knowledge of contact center or field office operations
• Strong communication (oral and written)
• Strong adaptability and ability to work in a time sensitive environment
• Strong logic and analytical capabilities
• Solid business acumen to support multiple or all lines of business
• Ability to work with various levels of management