Plan and forecast contact center capacity to meet service levels, cost targets, and customer experience goals.

As a Workforce Planning and Capacity Forecasting Analyst in the International Consumer Banking team, you will ensure the right number of agents with the right skills are scheduled at the right times to achieve service levels, cost targets, and customer experience goals.
You will translate demand into staffing and headcount plans using workforce management and Erlang-based approaches, incorporating shrinkage, ramp, and skill mix. You will build and maintain interval-level forecasts by channel and queue (including volume, average handle time, and shrinkage), track forecast accuracy, and update assumptions as needed. You will develop reusable capacity models and support governance routines such as planning calendars, model reviews, change control, and stakeholder sign-off to ensure transparency and auditability. You will support scheduling and intraday management, deliver performance analytics, and drive continuous improvement across voice, chat, email, social, and back-office queues.

Job Responsibilities:

• Translate demand into FTE and headcount using Erlang/WFM tools, incorporate shrinkages, ramp, and skill mix to ensure accurate and actionable staffing plans
• Build and maintain interval-level forecasts by channel and queue, utilizing historical data and business drivers; monitor forecast accuracy, track errors and update assumptions as needed
• Develop and maintain reusable capacity planning models, including driver assumptions, scenario, and sensitivity analysis – and version control to ensure transparency and auditability
• Support the establishment and execution of forecasting governance processes, including planning calendars, change control, model reviews, back-testing and stakeholder sign offs
• Prepare and deliver executive-ready presentations, summarizing insights, trade-offs and recommendations for senior stakeholders
• Create executive materials and communications to highlight workforce planning status, risks, and opportunities
• Identify and implement process improvements by applying comprehensive business logic and leveraging efficient technology solutions
• Manage projects of varying sizes and complexities based on business needs

Required qualifications, capabilities and skills

• Broad knowledge of workforce management principles and practice in interval staffing, multichannel experience
• Minimum 3 years of WFM/Capacity Planning
• Advanced Excel, SQL skills
• Experience with IEX, Verint, Calabrio, or similar WFM
• Strong analytical, problem-solving, communication skills, and stakeholder management skills
• Ability to operate independently with work subject to review by more experienced professionals or managers.

Preferred qualifications, capabilities and skills

• WFM/capacity planning experience in contact centers
• Python/R and Tableau/Power BI skills

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