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 workforce planning analyst
Builds
Long-term staffing models and annual operating plans for call centers and back office operations
Domain
Insurance / Workforce Planning
Required skills
Long-term workforce modeling, quantitative analysis, data mining, advanced MS Excel, business forecasting, variance analysis, scenario planning
Preferred skills
Familiarity with IEX and workforce planning tools, experience with back office operations
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 business partners; Establish staff plans and capacity requirements based on data and analytics; Play a key role in the financial outlook and operating plan process by submitting staffing projections
Seniority
Mid-Senior, hands-on IC
