Citizens · 2 days ago
Capacity Planner
One Citizens Bank Way, Johnston, RI, 02919, US
Full-time
Hybrid
Mid Level
$84K/yr - $120K/yr
3+ years expCitizens is a financial services company, and they are seeking a Capacity Planner to ensure optimal staffing and resource allocation to meet service level objectives while balancing cost efficiency. This role requires strong analytical skills, forecasting expertise, and collaboration across operations and vendor management.
BankingCredit CardsFinancial ServicesFinTechRetail
No H1B
Responsibilities
Develop accurate short-term and long-term forecasts using historical data, business trends, and predictive models
Apply Erlang C and other workforce planning methodologies to determine staffing requirements
Conduct variance analysis and identify drivers impacting forecast accuracy
Create capacity plans aligned with business objectives and budget constraints
Model “what-if” scenarios to assess impact of volume changes, staffing adjustments, or productivity shifts
Support annual and quarterly planning cycles with detailed FTE and cost projections
Ability to assess and scale technology updates and changes, and evaluate their impact on FTE requirements
Partner with Workforce Management, Operations, Finance, and Vendor teams to align on staffing strategies
Present capacity plans and insights to leadership in a clear, actionable format
Influence decision-making through data-driven recommendations
Respond quickly to changes in volume, staffing, or business priorities
Develop contingency plans for unexpected events (e.g., system outages, marketing campaigns)
Maintain flexibility in a fast-paced, dynamic environment
Qualification
Required
Bachelor's degree in business, Analytics, or related field (or equivalent experience)
3-5 years in short term forecasting and capacity planning or contact center operations
Strong understanding of contact center metrics
Excellent communication and stakeholder management skills
Benefits
Comprehensive medical, dental and vision coverage
Retirement benefits
Maternity/paternity leave
Flexible work arrangements
Education reimbursement
Wellness programs
Paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States
Company
Citizens
At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-02-26Post Ipo Debt· $750M
2024-07-09Post Ipo Debt· $1.25B
2014-09-23IPO
Leadership Team
Melisa Carrascoza
SVP, Business Banking Market Executive - New England South
Steve Kozek
Head of Commercial Excellence, Senior Vice President
Recent News
2026-02-02
2026-01-22
Company data provided by crunchbase