Capacity Planning Analyst

Job description

**Job Title Command Center Planning Analyst, Workforce Management (Planner)** **Job Summary** The **Capacity Planning Analyst** is responsible for translating business demand into workforce capacity plans and optimized staffing schedules to ensure service delivery, productivity, and cost efficiency across a shared service or GCC environment. The role combines **mid-term workforce planning** with **schedule design and optimization**, ensuring the right number of resources are available at the right time to meet operational and financial objectives. **Key Responsibilities** - **Capacity Planning & Workforce Modeling** - Convert volume forecasts into staffing and FTE requirements using Datanitiv tool. - Build monthly and quarterly capacity plans - Maintain staffing assumptions including productivity, shrinkage, and attrition - Perform scenario modeling for business growth, seasonality, and demand changes - Identify hiring gaps and recommend workforce strategies - **Scheduling & Roster Management** - Create optimized schedules aligned to forecasted demand patterns using Calabrio tool - Manage shift bids, rotations, and roster alignment. - Balance staffing supply with client KPI - Optimize breaks, lunches, and shift placements to maximize efficiency - **Schedule Optimization & Governance** - Analyze schedule efficiency and recommend improvements and maintain schedule adherence frameworks and governance rules. - Support holiday planning, leave planning, and peak readiness scheduling - Ensure compliance with labor policies and site constraints. - Partner with Command Center teams for intraday adjustments - **Reporting & Documentation** - Track plan vs actual staffing utilization and produce workforce outlook and staffing reports. - Analyze historical staffing performance and scheduling effectiveness - Maintain planning assumptions and documentation. **Qualifications & Skills** - Bachelor’s degree preferred, or equivalent experience in contact center/WFM environment. - 2–4 years’ experience in Capacity Planning, Scheduling, or Workforce Planning using tools with focus on intraday or real-time operations. - Solid understanding of workforce management processes (forecasting, scheduling, intraday management). - Proficiency with WFM tools (NICE/IEX, Verint, Aspect, Genesys) and contact center reporting systems. - Exposure to multi-site or shared delivery models preferred. - Excellent communication, prioritization, and stakeholder management skills.