Summary from listing
The Capacity Analyst will manage end-to-end headcount and resource planning for an insurance enterprise, including the Global Capacity Model, contact-volume allocation, capacity-risk mitigation, headcount reporting, automation, and customer-service initiatives. The role collaborates with operational, human resources, strategic program, and finance teams; mentors the wider workforce-management team; and works with AI, machine learning, data, analytics, and cloud-based tools. Candidates need at least three years of workforce-management experience in a contact-center environment, two years in capacity planning and forecasting, WFM-platform experience, and proficiency in data modeling, statistical analysis, data visualization, Excel, PowerBI, and Access.
