Capacity Planner II

A company is looking for a Capacity Planner II to analyze contact center trends and forecast workload and staffing requirements.



Key Responsibilities

Conduct short-term and long-term forecasting analysis to identify workload planning issues
Create and maintain staffing plans based on forecasts to achieve business metric goals
Collaborate with operations leaders to provide updates on performance metrics and staffing optimization


Required Qualifications

Bachelor's Degree preferred
2+ years of experience in forecasting/capacity methodologies in a multi-skill call center environment
Working knowledge of a Workforce Management system/tool (Genesys preferred)
Experience with forecasting methodologies for complex call center operations
Advanced Excel skills required