Capacity Planning Consultant
Core
Develop and maintain comprehensive staffing models for Operations Service/Call Centers to determine resource requirements for long-term workload planning.
Role type
Senior IC capacity planning consultant
Builds
Long-term staffing models and annual operating plans for call centers and back office operations
Domain
Insurance / Workforce Planning
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
long-term workforce modeling, quantitative analysis, data mining, data analysis, MS Excel (advanced), business process translation, variance analysis, scenario planning
Preferred skills
IEX and workforce planning tools familiarity, benchmarking metrics development
Technologies
MS Excel, IEX
Responsibilities
Develop and maintain Operations Service/Call Center staff models; Conduct variance and scenario analysis; Act as liaison between Operations, Training, HR, Finance, and Expense partners; Establish staff plans and capacity requirements based on data; Communicate capacity needs, risks, and opportunities to various functions; Submit staffing projections for financial outlook and operating plan processes.
Seniority
Senior, hands-on IC
