Public Partnerships | PPL · 2 weeks ago
Workforce Management Forecasting & Capacity Planning Analyst
United States
Full-time
Remote
Senior Level
$68K/yr - $87K/yr
5+ years expPublic Partnerships LLC is the nation’s largest Financial Management Service provider supporting individuals with disabilities and aging adults. The WFM Forecasting & Capacity Planning Analyst ensures contact center service levels by delivering accurate volume forecasts and staffing models while partnering closely with various teams to support service delivery and headcount budgeting.
Bookkeeping and PayrollFinancial ServicesHuman ResourcesPaymentsStaffing Agency
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
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
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)
Develop and own capacity models that convert forecasts into staffing requirements using AHT, SLA targets, shrinkage, occupancy, multi-skill routing, and cross-training constraints
Create and manage the annual capacity budget (FTE/Headcount) grounded in forecasted demand and productivity assumptions, partner with Finance on budget vs. actual deviations
Track and model Shrinkage, Attrition, and Adherence by line of business; produce hiring and backfill plans with scenario analysis (e.g. ramp timing, training impact, production impact)
Convert forecasts to intra-day volume, AHT, and requirements to hand off to our Real-time and Scheduling partners
Partner with Operations, Scheduling, and Real-time teams to ensure service level delivery
Qualification
Required
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
Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail
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
Excellent attention to detail and ability to manage time effectively in a fast-paced environment
Education: Bachelor's degree in an equivalent discipline. Substantial professional experience in a related field may be considered in lieu of formal degree
Experience: 5+ years' Workforce Management experience with 3+ being in Forecasting or Capacity Planning preferred
Company
Public Partnerships | PPL
PPL is the leading service provider for self-directed care programs.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Deralie Mooney
Tax Manager, Public Partnerships, LLC
Mckenzie Crews
Public Partnership
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