Public Partnerships

Public Partnerships

Workforce Management Forecasting & Capacity Planning Analyst

US Remote

Sponsorship not specified$68k-$87kDetected 6 days ago
Outbound SalesAccountingForecastingBudgetingExcelDemand Planning

About the role

  • The WFM Forecasting & Capacity Planning Analyst ensures contact center service levels by delivering accurate volume forecasts and staffing models across multiple channels and planning horizons.
  • The position requires strong analytical skills, deep knowledge of contact center metrics, and the ability to clearly communicate impacts and recommendations to stakeholders.
  • Analyze both forecast accuracy and staff planning performance, identify drivers of variance, and prepare recommendations on corrective actions to keep staffing in line with demand.

Responsibilities

  • Develop and own short-, medium- and long-term volume forecasts using historical data, seasonality, and business specific trends for inbound, outbound, email, and chat contact types.
  • Build scenario models for new initiatives (campaigns, product launches, policy changes, system migrations) to forecast demand impact and staffing implications; produce data-driven recommendations (hire, defer, cross-train, overtime).
  • Partner with Operations, Scheduling, and Real-time teams to ensure service level delivery.
  • Develop and own capacity models that convert forecasts into staffing requirements using AHT, SLA targets, shrinkage, occupancy, multi-skill routing, and cross-training constraints.
  • Convert forecasts to intra-day volume, AHT, and requirements to hand off to our Real-time and Scheduling partners.

Requirements

  • Substantial professional experience in a related field may be considered in lieu of formal degree.
  • Education: Bachelor's degree in an equivalent discipline. Substantial professional experience in a related field may be considered in lieu of formal degree.
  • Compensation Range: $67,500 - $86,600 annually
  • The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified
  • PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.
  • If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Nice to have

  • 5+ years' Workforce Management experience with 3+ being in Forecasting or Capacity Planning preferred.

Skills

  • Strong proficiency in Excel is required.
  • Functional knowledge of Erlang C and Regression Analysis.
  • 2+ years of exp with WFM tools (NICE, Aspect, etc) and ACD tools are required
  • Ability to confidently present data and analysis to multiple stakeholders and answer questions, propose solutions, and explain impacts.
  • Strong understanding of a contact center's metrics and targets.
  • Strong knowledge of Erlang-C and Regression based forecasting.
  • Ability to translate data into clear, actionable insights.

Compensation

  • Range: $67,500 - $86,600 annually
  • At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications.
  • Create and manage the annual capacity budget (FTE/Headcount) grounded in forecasted demand and productivity assumptions, partner with Finance on budget vs. actual deviations.

Equal opportunity

  • PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.

Visa & Work Authorization

  • disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any
Apply directly at Public Partnerships →Create a free account for alerts like thisView Public Partnerships immigration profile

This listing is sourced directly from Public Partnerships's careers page and normalized into a canonical job model.