Capacity Planning Consultant

Summary

The Hartford is an insurance company focused on helping customers and communities achieve their goals. The Capacity Planning Consultant develops and maintains staffing models for Operations Service and Call Centers, supporting long-term workforce planning, forecasting, budgeting, and capacity analysis. The role partners with Operations, Finance, HR, and Training to analyze staffing needs, risks, opportunities, and business impacts.

Responsibilities

• Act as liaison between Operations, Training, HR, Finance and Expense business partners with regards to staffing and capacity planning. Develop and maintain strong working relationships with partners
• Establish staff plans and/or capacity requirements based on data and analytics. Maintain comprehensive knowledge of staffing model inputs and methodology. Work closely with Operations business partners in the development of work process time standards
• Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions
• Conduct detailed variance analytics and identify key business drivers of change. Research, forecast and report on demand drivers. Review forecast for accuracy and make proactive changes to minimize variances
• Influence and negotiate with business partners and colleagues. Clearly articulate points of view and provide compelling rationale to influence decisions
• Working closely with the Operational Lines Finance, Expense and Operations leads, identify trends, quantify impacts, and communicate business results relative to staffing implications on a monthly basis. Respond to “what-if” scenarios, cost benefit requests, and other projects that have staffing implications. Able to quantify implications of initiatives on staffing needs
• Understand the interrelationship between model variables and the impact to service level commitments
• Develop benchmarking metrics in order to understand efficiency/productivity of actual planned staffing levels. Assess risk and opportunities
• Develop and maintain expertise in business process. Be able to translate into working staff model that allows the isolation of impacts of change in variables
• Participate in model optimization techniques that drive efficiency and optimize resource utilization
• Play a key role in the financial outlook and operating plan process by submitting staffing projections for current and outer years. Communicate detailed explanations of change drivers and gain approval from leadership on an ongoing basis

Skills

• Experience in building capacity plans for both call center and back office operations
• Long term workforce modeling, building and maintenance
• Long term Forecasting experience looking out at least 2 years
• Service Operations/Contact Center and/or business forecasting experience
• Experience in constructing quantitative analysis
• Strong quantitative and mathematical skills
• Possesses strong to advanced MS EXCEL skills
• Familiarity with IEX and workforce planning tools
• Adept in data mining, data analysis, and data presentation
• Able to identify relevant data and data sources to provide meaningful analysis
• Strong analytical, critical-thinking, and problem-solving skills
• Effective written and verbal communication skills a must. Able to influence and negotiate with business partners and colleagues openly. Can clearly articulate points of view and provides compelling rationale to influence decisions. Able to articulate end-to-end business processes
• Possesses strong to advanced EXCEL skills
• Demonstrated ability to solve complex problems, as well as understand/analyze data
• Bachelor's Degree preferred

Qualifications

Must Haves

• Experience in building capacity plans for both call center and back office operations
• Long term workforce modeling, building and maintenance
• Long term Forecasting experience looking out at least 2 years
• Service Operations/Contact Center and/or business forecasting experience
• Experience in constructing quantitative analysis
• Strong quantitative and mathematical skills
• Possesses strong to advanced MS EXCEL skills
• Familiarity with IEX and workforce planning tools
• Adept in data mining, data analysis, and data presentation
• Able to identify relevant data and data sources to provide meaningful analysis
• Strong analytical, critical-thinking, and problem-solving skills
• Effective written and verbal communication skills a must. Able to influence and negotiate with business partners and colleagues openly. Can clearly articulate points of view and provides compelling rationale to influence decisions. Able to articulate end-to-end business processes
• Possesses strong to advanced EXCEL skills
• Demonstrated ability to solve complex problems, as well as understand/analyze data

Nice to Haves

• Bachelor's Degree preferred

Benefits

• This role can be done in office or remotely
• Short-term or annual bonuses
• Long-term incentives
• On-the-spot recognition