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The Sr. Forecasting and Capacity Planning Analyst analyzes historical business data, such as past call and transactional volumes, and projected trends and events to create models to forecast projected workload volume for the call center and back office operations areas. In this role, Analysts provide mentoring and advice to other Analysts, as well as partner with business line leaders to produce volume and budgetary focus models to maximize customer service and processing standards and ensure prime workforce utilization.
Perform regular, detailed analysis of historical business data, such as call volume and transaction data, service metrics, and other key drivers of workload volume to develop analytical models to aid in short- and long-term workforce, staffing, and budget planning.
Identify potential future events or other business trends that may impact workload volume, analyze potential impact of these events, and incorporate those results into projected workload and staffing forecasts.
Partner closely with business line leaders and service quality analysts to develop staffing models and workforce forecasts to maximize quality customer service and processing standards and financial efficiency.
Mentor and assist Forecast/Capacity Plng Analysts with developing sophisticated workload projection models to meet or exceed business line expectations.
Responsible for analyzing current performance and proposing solution-based process assessments/change requirements
Prepare and present capacity and workforce analysis and projected forecasts to leaders at all levels of the organization.
Provide ad hoc workforce and capacity planning analyses as needed by business line leaders.
Bachelor's degree required.
3+ years in a forecasting analytics position required.
Excellent analytical and quantitative skills; experience with one or more forecasting software applications required.
Demonstrated strong communication and leadership skill; ability to work with all levels of the organization.