Capacity Planning Analyst
As a Capacity Planning Analyst, you will play a crucial role in supporting our operational teams. You will be responsible for forecasting future workload and determining the optimal headcount required to provide exceptional customer support whilst ensuring our processes and costs scale globally with the company鈥檚 rapid growth
This role is for you if you are passionate about operational efficiency by ensuring that we have the right people with the right skills in the right place at the right time while also having experience managing stakeholders and a strong understanding of operational teams and processes.
Your Mission:
Forecasting & Planning:
Create and maintain long-term capacity plans(12-18 months rolling), ensuring alignment with defined service-level agreements.
Develop scenario models to anticipate different demand conditions and recommend optimum resource allocation.
Data Analysis:
Conduct in-depth analysis of workforce metrics to identify trends and areas for improvement.
Regular review and detailed report for MAPE accuracies.
Stakeholder Collaboration:
Prepare regular reports and presentations for management ,engaging support teams with data to improve key operations metrics.
Communicate capacity requirements and changes effectively across the operational teams, including senior management.
Coordinate with recruitment teams to ensure that hiring strategies are aligned with capacity plans.
Process Improvement:
Collaborate with analytics and data science teams to test and validate forecast models.
Identify and implement process improvements in workforce planning and capacity management.
Develop and maintain WFM processes to enhance forecasting accuracy and operational efficiency.