Resource Analyst, Forecasting & Capacity Planning
Core
Develop volume forecasts and capacity plans for contact center operations to support staffing decisions and operational management.
Role type
Resource Analyst (Forecasting & Capacity Planning)
Builds
Workforce management dashboards and operational reports
Domain
Consumer health technology / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Volume forecasting, capacity planning, time-series analysis, Tableau, SQL, Excel (Power Query), shrinkage modeling, service level modeling
Preferred skills
Erlang C knowledge, Power BI, Looker Studio, Global Business Services experience
Responsibilities
Estimate future contact volumes using historical data and trend analysis; Model future workload requirements against resource capabilities; Track WFM KPIs (shrinkage, occupancy, service levels, AHT); Build and maintain Tableau dashboards for daily huddles and performance tracking; Automate manual processes and contribute to continuous improvement projects
Seniority
Mid-level IC (2-5 years experience)
