Capacity Planning Analyst Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the capacity planning analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired. Read the complete guides below for more details.

  • Craft your perfect resume by picking job responsibilities written by professional recruiters

  • Pick from the thousands of curated job responsibilities used by the leading companies

  • Tailor your resume by selecting wording that best fits for each job you apply

Noavatar-profile
PB
P Bauch
Pierre
Bauch
432 Hintz Stream
Dallas
TX
432 Hintz Stream
Dallas
TX
Experience Experience
06/2015 – present
San Francisco, CA
Associate Capacity Planning Analyst
Associate Capacity Planning Analyst
06/2015 – present
San Francisco, CA
Associate Capacity Planning Analyst
06/2015 – present
  • 80% Capacity Management
  • Create and maintain documentation of all team tools and processes
  • Assist scheduling coordinators with the accommodations process
  • 10% Data Analysis and Reporting Management
  • Manage test center schedules and blocks to ensure each site’s associated KPIs are met
  • Coordinate team projects for client and site analysis. Provide Program Managers and Regional Test Center Managers with summary of information and status or communicate changes
  • 10% Other duties as assigned
10/2009 – 03/2015
Chicago, IL
MYS Ctsm Kl-capacity Planning Analyst
MYS Ctsm Kl-capacity Planning Analyst
10/2009 – 03/2015
Chicago, IL
MYS Ctsm Kl-capacity Planning Analyst
10/2009 – 03/2015
  • Analyse workload to workforce ratios to assist the management team with Financial Planning
  • Analyse and prepare workforce productivity and Capacity Analysis summaries for Monthly reviews Managerial and Management levels
  • Conduct Analysis of Actuals vs Targets on workforce Metrics to identify potential Risk or Opportunities
  • Monitor case workloads weekly for unusual trends and review Monthly Productivity reports and summarise to ensure variances are within the tolerances of BAU operations
  • Highlight and escalate significant capacity excess or gaps or increasing/decreasing workload as a potential Risk to SLA or Opportunities for workload distribution to the Operations Managers
  • Evaluate impact of any issues identified Work with the Business Planning Manager and Metrics Team to quantify any Financial Risk and/or Opportunities as it relates to Investment spending, Productivity saves or Capacity Planning
  • Facilitate Monthly Capacity Planning Reviews with the Regional Hub Head and Country Hub heads and summarize the outcome to the Global and Regional Management team
10/2005 – 05/2009
Dallas, TX
Capacity Planning Analyst
Capacity Planning Analyst
10/2005 – 05/2009
Dallas, TX
Capacity Planning Analyst
10/2005 – 05/2009
  • Partner with Call Center Operations and Finance to provide recommendations on cost/loss optimization through effective staffing and workforce management
  • Makes recommendation for changes to the processes and work-flow designs
  • Effectively communicate Workforce and Call Center operation trends at team and individual levels to Manager and Site Directors
  • Improve the strong link between Resource Planning and Operational Management
  • Perform comprehensive statistical analysis in order to develop strategic recommendations for Owner Services leadership
  • Develop key metrics and improvement goals for each program in order to measure success
  • Assist in the development and maintenance of Capacity Planning dashboard
Education Education
Bachelor’s Degree in Business
Clark Atlanta University
Bachelor’s Degree in Business
Skills Skills
  • Ability to provide and maintain high quality of customer service
  • Strong attention to detail
  • Ability to manage multiple projects simultaneously
  • Ability to work under pressure and within condensed timelines
  • Basic finance skills
  • Strong analytical and decision making skills
  • Ability to solve complex problems
  • Excellent interpersonal and motivational skills
  • Quality audit data on an ongoing basis
  • Ability to set priorities, manage time, and meet established deadlines
Create a Resume
1

Senior Forecast & Capacity Planning Analyst Resume Examples & Samples

  • Perform regular, detailed analysis of historical business data, such as IT transaction data, metrics, and other key drivers of workload volume to develop analytical models to aid in short- and long-term capacity planning
  • Identify potential future events or other business trends that may impact IT volume, analyze potential impact of these events, and incorporate those results into projected demand and forecasts
  • Partner closely with business and IT leaders to develop capacity models and forecasts to maximize utilization and efficiency
  • Mentor and assist Forecast/Capacity Planning Analysts with developing more sophisticated workload projection models to meet or exceed business line expectations
  • Prepare and present capacity and IT analysis and projected forecasts to leaders at all levels of the organization
  • Provide ad hoc IT and capacity planning analyses as needed by business line leaders
  • Bachelor’s Degree in economics, math, statistics or related field
  • 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
  • Collaborative consulting experience preferred; strong interpersonal skill required
  • IT forecasting experience preferred
  • SAS experience preferred
2

Forecast / Capacity Planning Analyst Resume Examples & Samples

  • Forecasting inbound and transactional volumes
  • Performing regular analysis of historical business data, such as volume, transactions, service metrics, and key drivers of workload and assess staffing impacts
  • Developing and maintaining short and long term forecast models
  • Consult with business line leaders to determine capacity requirements and assist in developing effective staffing recommendations
  • Ad-hoc capacity analyses to ensure fact based staffing decisions
  • BA or BS in economics, statistics or finance or related field, or equivalent work experience
  • 1-3 years’ Workforce experience
  • Advanced Excel Skills or statistical analysis applications
  • Call Center and Back Office Operations preferred
  • EWFM/Aspect Experience or similar Workforce Platform
  • Knowledge of call center and back office operations
3

Capacity Planning Analyst Resume Examples & Samples

  • Prepares weekly reporting updates for all products in all regions
  • Gather data from various sources
  • Assemble weekly reports and update models
  • Publish weekly email to stakeholder group
  • Present at weekly capacity meeting
  • Monthly usage forecast
  • As actual data is loaded into models, adjust forecasting as appropriate
  • Gather input on factors that may shift the forecast – This involves collaborating with capacity planning team, product managers, finance, and sales
  • Coordinate with Finance and Supply Chain to compare forecasts and understand the differences
  • Run scenario analysis on the forecast, If/then and cause/effect as related to our views on the forecast
  • Audit data sources
  • Monthly - Triangulate/compare various data sources to ensure that they are in sync. If there are differences, understand why or seek to get them back in alignment with other teams across Rackspace
  • Assist in the development and maintenance of Capacity Planning dashboard
  • Accountable for working with Development team to build requirements and ensure that they are carried out to implement and launch dashboard
  • Assist with alignment of data sources and audit
  • Utilize dashboard to forecasting and measuring actual usage
  • Ensure dashboard is maintained and kept up-to-date
  • High school diploma or equivalent required. Bachelor’s degree in Business, Statistics, or other relevant field required
  • Minimum 3 years relevant experience with 1-2 years experience conducting quantitative and qualitative analysis
  • Intermediate to advanced knowledge of Excel is required, including use of lookups and pivot tables
  • Basic knowledge of supply chain management, global distribution practices, inventory management, business, economics, basic accounting, statistics, and project management methodologies
4

Assoc Capacity Planning Analyst Resume Examples & Samples

  • 10% Data Analysis and Reporting Management -- Ensure efficiency goals are met each month, year for assigned sites. -- Manage test center schedules and blocks to ensure each site’s associated KPIs are met. -- Assist scheduling coordinators with the accommodations process. -- Create and maintain documentation of all team tools and processes. -- Participate in long and short term scheduling and blocking projects -- Work with Program Managers to determine the needs of clients for reports and assist them in providing information or determine requirements for any enhancements. -- Coordinate team projects for client and site analysis. Provide Program Managers and Regional Test Center Managers with summary of information and status or communicate changes
  • 10% Other duties as assigned
  • Four year degree (completion or current pursuit) or equivalent experience preferred
  • Two to four years experience in providing scheduling support and data entry/management
  • Proven track record of data analysis and accuracy in documentation/data reporting
  • Intermediate skills with Microsoft Excel required . Must be able to manipulate large amounts of data
  • Experience with other statistical or custom scheduling software tools is a plus
  • Ability to operate a computer, fax and other office equipment, as well as communicate over the telephone
5

Associate Capacity Planning Analyst Resume Examples & Samples

  • 4 year degree (completion or current pursuit) or equivalent experience preferred
  • 1+ years of experience in providing scheduling support and data entry/management
  • 80% Capacity Management
6

Capacity Planning Analyst Resume Examples & Samples

  • Analyze, investigate, and interpret data to identify trends, patterns and opportunities for the business and clients
  • Communicate analysis and interpretation to appropriate audience
  • Produce, publish and distribute scheduled and ad-hoc client and operational reports relating to the development and performance of products, processes and technologies
  • Support short and long term operational / strategic business activities through analysis
  • Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
  • Provides explanations and interpretations within area of expertise
  • 2+ year of documented experience in staffing or full-time employee capacity/forecasting planning
  • 2+ year of experience in the analysis of business process/workflow and providing evaluations, benchmarks and/or process improvement recommendations
  • 1+ years of experience in business analysis
  • Intermediate level of proficiency in Access and Powerpoint
  • Advanced Excel Experience
  • Experience in NICE IEX Workforce Management Software
  • Home Delivery Pharmacy Background
  • Bachelor’s degree in Business, Finance, Health Administration, related field
7

Associate Capacity Planning Analyst Resume Examples & Samples

  • Ensure efficiency goals are met each month, year for assigned sites
  • Manage test center schedules and blocks to ensure each site’s associated KPIs are met
  • Assist scheduling coordinators with the accommodations process
  • Create and maintain documentation of all team tools and processes
  • Participate in long and short term scheduling and blocking projects
  • 10% Data Analysis and Reporting Management
  • Work with Program Managers to determine the needs of clients for reports and assist them in providing information or determine requirements for any enhancements
  • Coordinate team projects for client and site analysis. Provide Program Managers and Regional Test Center Managers with summary of information and status or communicate changes
  • Very strong computer skills especially Microsoft Excel. Must be able to manipulate large amounts of data
  • Ability to operate a computer and other office equipment, as well as communicate over the telephone
  • Experience in the airline or hotel industries with a capacity focus is a plus
  • Above average written and oral skills
  • Influence and persuasion communication
  • Awareness to quality and accuracy
  • Independent worker
  • Planning, prioritizing and goal setting
  • Teamworking skills
  • Creative and problem solving
  • Multi-tasking
  • Working knowledge of Microsoft Excel, and similar software packages and tools
  • Working knowledge of industry standard computer software products: Excel, Word, Power Point, Access, Outlook
  • Knowledge of and ability to use Internet
  • Data Protection and Privacy for Pearson VUE; Preventing Sexual Harassment; and Pearson Code of Business Conduct
8

Capacity Planning Analyst Resume Examples & Samples

  • Forecasting and Analysis - This position will be responsible for maintaining, updating, and enhancing staffing models and databases to effectively manage and forecast call volume and staffing needs
  • Perform comprehensive data analysis to identify key staffing and call volume trend patterns and supporting the monthly forecasting process
  • Partner with Call Center Operations and Finance to provide recommendations on cost/loss optimization through effective staffing and workforce management
  • Produce variable labor financial forecasts for multiple departments within Owner Services encompassing a multi-million dollar budget
  • Leverage available contact center performance data in the production of finance variance explanations
  • Perform comprehensive statistical analysis in order to develop strategic recommendations for Owner Services leadership
  • Regularly partner with other teams to ensure that data coming from multiple sources is validated in order to ensure model accuracy
  • Effectively communicate Workforce and Call Center operation trends at team and individual levels to Manager and Site Directors
  • Develop ad-hoc reports to analyze data and special requests by departments and senior management in order to support the management of variable labor
  • Provide support for the Contact Center Operations team SharePoint site in order to make information more readily available and easier to for easier navigation and use
  • Demonstrated analytical skills including ability to analyze data and communicate trending and other performance-based conclusions
  • Requires strong working knowledge of MS Excel and MS Access
  • At least one year reporting, analysis or business planning experience
  • Good oral and written communication skills, including confidence speaking in front of large groups
  • Working knowledge of Call Center processes
  • Strong leadership and interpersonal skills
  • Highly motivated and challenge-oriented individual
  • Responsive to customer needs with a passion for quality work
  • Ability to partner well with external clients as well the ability to multi-task
  • Ability to work well in a team setting or independently
  • Associates degree required, Bachelor's degree a plus
  • Budgeting and financial analysis background preferred
  • Advanced PC and Spreadsheet skills preferred
  • Advance analytical and statistical problem solving skills preferred
9

Capacity Planning Analyst Resume Examples & Samples

  • Planning and monitoring the operational performance to ensure that Amazon meet their objectives for managing customer contact
  • Maintaining standardized Capacity Plans, including tracking the productivity and performance figures for all regions within EU
  • Be proactive in highlighting opportunities to enhance operational efficiency
  • Effectively communicate with key decision-makers on resource planning issues
  • Understand and promote principles of Resource Planning within Amazon
  • Provide added value contact center information, to enable operational managers to make effective decisions
  • Communicate effectively with Senior Management
  • Collating the data that is required to produce cost effective resource models
  • Identify potential performance issues/opportunities
  • Be innovative in making cost effective recommendations
  • Improve the strong link between Resource Planning and Operational Management
  • Understand the Amazon Seller Support contact handling strategy
  • Provide a high degree of flexibility both in terms of personal outlook/attitude and workload/tasks
  • Support cross-section processes and procedures
  • 3+ years’ experience of working in multi-channel and multi-site contact centres
  • Additional languages are preferred, but not required
10

Lead Forecasting & Capacity Planning Analyst Resume Examples & Samples

  • This position is responsible for providing effective long term & short term forecasting with highly optimized capacity planning models
  • Lead & manage projects to improve and sustain various business metrics within acceptable limits
  • Participate in strategic planning and decision making with client leadership teams in support of all business initiatives impacting call centers
  • Drive automation through effective use of technology & personnel skills to ensure optimization of resources & accuracy in reporting
  • Participate in monthly calls with finance and marketing teams and incorporate relevant inputs in the forecasts
  • Ensure departmental attainment of key metrics by identifying issues/trends and notifying management accordingly to encourage swift action are taken to achieve goals
  • Build and maintain relationships with leadership teams of all TLS markets
11

Capacity Planning Analyst Resume Examples & Samples

  • Previous Operational or Resource Planning experience is essential
  • Background in Contact Centre environment highly desired
  • Experience of working in a fast moving business environment and the ability to be flexible and multi task
  • Focused on delivering results in a fun and effective manner
12

Principal Capacity Planning Analyst Resume Examples & Samples

  • 8 years of relevant experience and a Bachelors Degree or
  • 5 years of relevant experience and a Masters Degree or
  • 3 years of relevant experience and a PhD
  • Minimum of 5+ years’ experience working in a capacity forecasting role in a company in a relevant industry such as a provider of telecom services, internet services, or data center services
  • Minimum of 5+ years of experience working with data modeling tools such as Box and Jenkin’s ARIMA
  • Minimum of 5+ years of experience using SQL for complex queries and R for time series
  • Superior communicator who can unite teams to a common viewpoint using both formal and informal methods
  • Proven ability to facilitate diverse technical teams, both culturally and geographically, in order to create effective and achievable plans
  • Fluent in written and spoken English, understands communication issues in multicultural business environments
  • Direct experience with Media Content Distribution, Security Platforms and Service Provider Networks and Operations
  • Strong decision‐making ability and business acumen as it relates to the CDN business
  • Comprehensive knowledge of Internet technologies and protocols (Servers, Datacenters, DNS, Transit, Peering, etc.)
  • Possesses an independent perspective that can decisively balance conflicting goals into a single executable plan
  • Energetic self‐motivator who prefers a fast paced environment with an emphasis on process
  • Positive, goal‐oriented attitude and demeanor to work through roadblocks, motivate internal and external dependencies, and bring about project closure
  • Desire to learn, grow, have fun and be part of a highly functional and competent team of Internet networking professionals
13

Capacity Planning Analyst Wwcp Resume Examples & Samples

  • Forecast contacts and plan capacity for worldwide contact center network for Amazon customer service
  • Manage headcount staffing and scheduling for a headcount that runs to tens of thousands supporting multiple business and geographies
  • Capture the right metrics to influence stakeholders and measure success
  • At least 3+ years of work experience
  • This is a global role where key stakeholders are spread across geography/time zones. Concerned individual should be motivated/flexible enough to work in US/Europe day time
  • Experience with a programing language VB/Java
14

Capacity Planning Analyst Resume Examples & Samples

  • Degree in related field or equivalent work experience required
  • Capacity planning and/or strategic planning analysis
  • Years customer service experience
  • Experience in data analysis and documentation/data reporting
  • Experience in manipulating large amounts of information in Excel to extract data results
  • Above average proficiency in Microsoft Excel
  • Proficiency with SQL; must be able to execute existing queries as well as edit and write new queries
  • Experience with other statistical, custom scheduling software and/or data analytic tools preferred
  • Experience in the airline, hotel, or like industry industries with a capacity focus a plus
  • Test center background would be advantageous
  • Ability to effectively present information to both small and large groups
  • Ability to set priorities, manage time, and meet established deadlines
  • Ability to solve complex problems
  • Strong analytical and decision making skills
  • Basic finance skills
  • Ability to work under pressure and within condensed timelines
  • Must be well organized and detail oriented
  • Excellent interpersonal and motivational skills
  • Must be able to work both in team environment and independently
  • Must be a self-starter
  • Ability to provide and maintain high quality of customer service
  • Knowledge of Microsoft Office required, including Excel, Word, PowerPoint, etc
  • 30% Data Analysis and Reporting Management
  • Manage ongoing client event planning with a focus on Australia and SE Asia
  • Develop or improve reporting to support existing business and/or new clients
  • Maintain existing internal and external reporting on time and accurately to support the operational business
  • Provide analysis on forecasts, reports, financial and location data on an ongoing ad-hoc basis
  • Quality audit data on an ongoing basis
  • 30% Operational Solutions Development
  • Makes recommendation for changes to the processes and work-flow designs
  • Assist with preparing test center solutions and analysis for bid proposals as needed
  • Develops recommendations to solve problems and issues related to business operations
  • 30% Capacity Management
  • Oversees day to day capacity management work for Australia and SE Asia based clients
  • Manage test center schedules and blocks
  • Create and maintain documentation of tools and processes
15

Contact Center Capacity Planning Analyst Resume Examples & Samples

  • Forecast contacts and plan capacity for worldwide contact center network for ACCS
  • Cost and service optimization for customer service organization spread multiple countries worldwide
  • Develop forecasting models that captures the dynamics multi-contact channels and tiered contacts
  • Improve performance to plan by identifying, measuring and managing key metrics related to the candidate experience
  • Lead critical projects to improve planning and forecasting efficiency for the global ACCS Program
  • Participate in global ACCS initiatives and project roll outs to cater to growing business needs
  • Promote process improvement and standardization of processes across all sites in the network
  • 3+ years in a similar role
  • Experience building contact center forecast, capacity planning and reporting
  • Proficient in developing spreadsheets (Excel preferred), word processing and e-mail
  • Experience computing statistics and the ability to carefully analyze large, complex data sets
  • SQL and VB experience
  • Experience with creating reporting in Tableau
16

Senior Capacity Planning Analyst Resume Examples & Samples

  • Gather and document business requirements to ensure appropriate staffing levels for claim operations back office functions
  • Create, maintain and improve long range capacity plans / staffing models
  • Analyze and interpret data to identify trends, patterns, opportunities and risks for business partners
  • Communicate analysis and interpretation to appropriate audience in a concise and professional manner, while making recommendations for action plans to meet business requirements and metric goals
  • Produce, publish and distribute scheduled and ad-hoc analysis, operational plans, and other deliverables as required
  • Develop, perform and manage all aspects of capacity planning, including budgeting and forecasting for employee demand and analyses of business metrics
  • Maintain reporting to clearly communicate actual results, forecasted performance, and variances to plan, forecast and budget for metrics
  • Bachelor's degree in Business, Finance, Health Administration or related field
  • 4+ years of business or finance operations experience
  • Intermediate to Advanced level of experience working with Microsoft Excel with the ability to create spreadsheets and perform VLOOKUPs, pivot tables, and complex file links with proven experience in creating ad hoc reports, manipulating multiple large data sets, etc
  • Strong verbal and written communication skills, including proven ability to effectively communicate data and trend analysis, concerns regarding performance, action plans, and solutions to senior level executives
  • Demonstrated process improvement, workflow, benchmarking and / or evaluation of business processes
  • Proven excellent analytical and problem solving skills
  • Ability to succeed in self-directed environment
  • Adaptable and able to quickly move with change while maintaining a positive attitude
  • Ability to work a flexible schedule as needed, including early/late hours at times
  • Background and experience in Workforce Management, Capacity Planning, or Operations Management
  • Essbase (Hyperion)
  • SmartView (Hyperion)
  • Tableau
17

Senior Capacity Planning Analyst Resume Examples & Samples

  • Architects performance environment needs and coordinates implementation
  • Coordinates testing on performance initiatives
  • Analyzes and forecasts the capacity of the mainframe environment to ensure it can handle user volume in production
  • Identifies bottle-necks and tuning points and makes recommendations to the application groups
  • Partners closely with development teams to understand the software architecture of the application and improve application scalability and performance
  • Communicates capacity and performance results to management to ensure the timely escalation of critical issues
  • Assists management with estimating efforts required for specific development projects
  • Addresses technical issues through resolution
  • Demonstrated Expertise (“DE”) providing detailed capacity analysis for mainframe infrastructure, including workload forecasting and modeling, to support resource recommendations, using SAS, Excel, Tableau, RMF, and SMF tools
  • DE providing mainframe capacity planning reporting to senior level management, using SAS, PowerPoint, Excel, and Tableau
  • DE monitoring mainframe performance and system data workloads, using mainframe tools -- TSO, JCL, Control-M, and SMF
  • DE scripting and querying SAS repositories, relational databases, and big data environment, using SAS, SQL, and Python
18

Capacity Planning Analyst Resume Examples & Samples

  • Gather, consolidate, and analyze operational and financial data, including preparing internal and external reporting deliverables, analyzing trends & drivers, and explaining forecast vs. actual variances
  • Establish and own end-to–end detailed tracking and control processes for headcount, capacity, billing reconciliation and budget management across complex global operations
  • Partner closely with multiple cross-functional teams to understand capacity, headcount, location strategy, ops performance, volumes, arrival patterns, handling times, budget allocation vs. spend etc
  • Support the sizing and scoping of new invetsments and provide analytical support to internal teams for initiatives and special projects as needed, such as launches of new products/ workflows
  • Bachelor’s degree - preferably graduate in Math, Statistics or Economics or other demonstrated expertise in a quantitative field
  • 5-8 years of FP&A or Capacity Planning or Finance or WFM experience (preferably in an operations context)
  • Experience in planning and tracking budget cycles, fiscal quarters, capacity planning, forecasting and workload distribution essential
  • Ability to develop frameworks and solutions to high-level questions and concepts with limited supervision
  • Strong verbal and written communication, partnership and interpersonal skills - ability to communicate complex concepts in simple terms keeping diverse audience in mind to drive results
19

Capacity Planning Analyst Resume Examples & Samples

  • Developing and maintaining product and network-wide call volume and staff planning models as well as driver metrics (availability, call handle time, hiring, attrition, overtime) as throughput into the overall short-term and long-term capacity and staff planning
  • Weekly and monthly reporting of key performance indicators such as volume forecast, hiring adherence, attrition, abandon rate performance and call handle time performance
  • Manage data flow of multiple sources of information for integrity and accuracy into the short-term and long-term planning models
  • Complete necessary ad hoc analysis and recommendations to meet or exceed the business goals of service, quality, customer metrics and configuration optimization
  • Develop key metrics and improvement goals for each program in order to measure success
  • Workforce planning experience required
  • Strong technical skills are required and include: Microsoft office (expert level Excel), workforce management software (preferred EWFM)
  • Experience in a fast-paced incoming call center environment with an extensive background in end-to-end workforce management and call center operations
  • Requires strong decision-making skills and the ability to resolve complex problems independently
  • The candidate must possess high motivation, enthusiasm, and dedication to deliver results within strict time frames
  • Demonstrated problem solving, quantitative analytical and logistical planning skills, with the ability to create, analyze and interpret data and trends and act upon opportunities to achieve business objectives
  • Excellent written and oral communication skills as well as the ability to influence without direct authority through the use of data and analysis are required; must be able to communicate effectively within multiple levels within the organization
20

Forecast & Capacity Planning Analyst Resume Examples & Samples

  • Position Responsibilities
  • Ensuring daily capacity levels in all operational units
  • Provide workload balancing recommendations and alerts to ensure production and service level goals are met
  • Alerting individual team leadership of outliers in productivity and other variances to headcount
  • Coordinating site staffing needs, including the reporting of site headcount numbers by shift and Operational Unit
  • Monitors real-time performance and provides guidance to ensure a consistent customer experience
  • Recommend placement of new hire associates, new schedules and/or individual shift changes
  • Identifying workflow headcount deficiencies and overages thus driving overtime hours
  • Developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (absences, overtime, overflow)
  • Driving thought leadership and implementation of automation and streamlining efforts
  • Seek out and learn best practices and techniques across Amazon and externally to help improve capacity planning methodologies
  • Past forecasting and capacity planning experience
  • High level of computer literacy with very strong Excel skills
  • Excellent analytical, investigative and problem solving skills
  • Excellent listening skills
  • Ability to provide sound advice and effective communications, creating and delivering the right messages to the right audiences in the right way at the right time
  • Ability to build and maintain effective working relationships with a range of people at all levels in the organization
  • Excellent planning, organizational and time management skills with the ability to deal with multiple demands on time
  • Strong teamwork skills in conjunction with utilizing your own initiative
  • Strong bias for action and ability to prioritize with a hands-on attitude
  • Enthusiasm for continuous improvement and change
  • Innovative and creative in finding solutions/ designing improved methods, systems and processes
  • Attention to detail and high capability for data mining and analytical work
  • Ability to push back, foresee potential issues, and advocate for relentless improvement
  • Ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change will be necessary
  • Bachelor’s Degree in a quantitative field (engineering, economics, finance, math or statistics) preferred
  • 1+ years of Workforce Management experience is preferred
  • Understanding of workforce management programs or methods is preferable
21

MYS Ctsm Kl-capacity Planning Analyst Resume Examples & Samples

  • Analyse the Productivity and Workforce Capacity to support management reviews, decision making and/or mitigating actions required for ensuring SLA commitments and Financial Plans are met
  • Analyse workload to workforce ratios to assist the management team with Financial Planning
  • Analyse and prepare workforce productivity and Capacity Analysis summaries for Monthly reviews Managerial and Management levels
  • Conduct Analysis of Actuals vs Targets on workforce Metrics to identify potential Risk or Opportunities
  • Monitor case workloads weekly for unusual trends and review Monthly Productivity reports and summarise to ensure variances are within the tolerances of BAU operations
  • Monitor actual FTE availability and utilisation against Capacity Plan monthly and perform variance analysis to identify any potential issues or concerns
  • Highlight and escalate significant capacity excess or gaps or increasing/decreasing workload as a potential Risk to SLA or Opportunities for workload distribution to the Operations Managers
  • Evaluate impact of any issues identified Work with the Business Planning Manager and Metrics Team to quantify any Financial Risk and/or Opportunities as it relates to Investment spending, Productivity saves or Capacity Planning
  • Facilitate Monthly Capacity Planning Reviews with the Regional Hub Head and Country Hub heads and summarize the outcome to the Global and Regional Management team
  • Monitor for potential variances and perform monthly forecasting of case workload and capacity in the Region which could impact the Regional SLA or Financial Plan
  • Monitor timeliness of the projects and other initiatives to evaluate impact of any delays to case workload and capacity planning and manage for improvements in managing AML risk, productivity or reduction of workload
  • Communicate and publish to Regional and Country Stakeholders on matters related to the workload or capacity
  • Clearly communicate and escalate any material variances identified during the day-to-day performance of the job duties to the Department Head and follow through on any remediation actions necessary to address errors and/or the Stakeholder concerns
  • Evaluate impact of any issues identified and take the necessary actions to identify, rectify and mitigate any risk to Plan
  • Minimum 5 years working experience in an operations support area
  • Experience in a Business Planning role is preferred
  • Familiar with Microsoft office Tools such as Excel, Power Point, Word etc
  • Excellent Analytical ability with conceptual understanding of how Workload Distribution, Productivity, Capacity Planning and SLA work in tandem for Efficiency
  • A Degree Holder, preferably in Finance, Business Management, Statistics, Mathematics or an equivalent qualification
22

Global Capacity Planning Analyst Resume Examples & Samples

  • Oversee the Global Customer Service process of Capacity Planning from a strategic angle
  • Assist the Regional Workforce Manager in identifying and understanding staffing challenges and proposed solutions
  • Evaluate staffing needs based on the strategic forecast and develop long term plans to meet staffing requirements
  • Work together with the Global Forecasters and Regional Capacity Planners to create detailed and clear recruitment plans per language, shift and location
  • Develop multiple staffing scenarios and account for unforeseen challenges or changing business requirements
  • Liaise with WFM, Operations, Partner Services and HR/Recruitment on correct implementation and execution of the staffing plan
  • Streamline and improve current processes, change management
  • Maintain collection and tracking processes for relevant data
  • Maintain appropriate records of staffing decisions and changes on a regular basis
  • Provide a variety of timely reports to management
  • Produce and/or support Global Capacity Planning Manager on adhoc projects
  • Support in the development of the WFM life cycle within Booking.com
  • Prior and relevant experience from Workforce or Capacity Planning required
  • Ability to oversee projects from a strategic angle and steer for the desired outcome
  • Experience in coordinating tasks and building professional relationships
  • Has the ability to explain complex WFM/staffing challenges in simple terms
  • Ability to prepare and present reports accurately and clearly
  • Strong planning, time management, and organizational skills
  • Ability to communicate effectively in English, both verbally and in writing
  • Self-starter with an ability to work efficiently, effectively and independently
  • Basic knowledge of SQL and databases preferred
  • Experience working with a WFM-tool preferred
23

Forecast & Capacity Planning Analyst Resume Examples & Samples

  • Advanced level excel skills. Experience in Access or Database Management is a plus
  • Intermediate proficiency in MS Power Point, Word
  • Analytical – Able to analyze data and draw insights
  • Innovative and able to influence others
  • Strongly attention to detail
  • Post-secondary education or 5-7 years’ experience in Workforce Management in Contact Center environment AND 3 years in a Forecasting & Planning Role
  • Experience with WFM software (Verint an asset)
  • Ability to simplify complex operations into repeatable processes
  • Comfortable in fast-paced environment
  • Ability to make decision in time sensitive ambiguous situations
24

Associate Capacity Planning Analyst Resume Examples & Samples

  • 4-year degree (completion or current pursuit) or equivalent experience preferred
  • Very strong computer skills especially Microsoft Excel. Excel certifications preferred; must be comfortable manipulating large amounts of data using Excel’s built-in tools & formulae, as well as creating and/or updating spreadsheets using data from multiple sources
  • Experience with other programming, statistical or custom scheduling software tools is a plus (ie. SQL, R, SAS, VBA for Excel, etc)
  • Above-average written and oral skills
  • Ability to problem-solve and utilize analytical & critical thinking
  • Working knowledge of industry standard computer software products: Excel, Word, PowerPoint, Access, Gmail