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WFM Capacity Planner in Jacksonville, FL at One Call

Date Posted: 7/10/2018

Job Snapshot

Job Description

WFM Capacity Planner

Provides capacity planning support services to operations teams. Requires knowledge of multiple operating systems and hardware platforms. Primary duties include installation and/or support of capacity management tools, detailed capacity analysis, identification of tuning opportunities, recommendation of capacity increases, and presentation to various levels of management. The Capacity Planner is also responsible for partnering and planning in ways that will enabling us to deliver effective service to incoming customer calls/inquires. This role will scope initiative impacts to our workflow and then plan accordingly, enabling us to meet/exceed our goals.

GENERAL DUTIES & RESPONSIBILITIES:

• Responsible for building the staffing plans 90+ days for given planning group(s)
• Build relationships with key groups that are critical to success
• Perform regular variance analysis on given planning group(s) (plan vs. plan and plan vs. actual)
• Perform ad-hoc analysis related to staffing plans, make recommendations to close gaps and follow-up to ensure execution
• Provides detailed status reports (written and/or verbal) of tasks and difficulties encountered enabling managers to initiate escalation if necessary and assess areas where changes or additional support may be warranted.
• Ensures capital needs for capacity increases are escalated appropriately to management.
• Measures and extrapolates historical growth to predict future trends.
• Works with operations teams to understand future growth requirements due to program changes as well as customer conversions and de-conversions.
• Incorporates all data into a comprehensive capacity forecast.
• Identifies how capacity will be increased along with associated costs and works with appropriate teams to turn capacity forecast into capacity plan.
• Prepares and presents reports on capacity management duties to management.
• Provides daily support for data collection process.
• Other related duties are assigned as needed.

EDUCATIONAL REQUIREMENTS:

Bachelor's degree or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Communicates ideas both verbally and in written form in a clear, concise, and professional manner
• Demonstrated analytical capabilities and ability to understand and apply technical concepts
• Intermediate to advanced knowledge of Microsoft Excel
• Requires good working knowledge of at least one performance data collection system or a proven ability to learn new technologies and apply concepts effectively
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Basic knowledge of operating systems and hardware capabilities
• Personal commitment to stay current with latest technology concepts
• Ability to analyze and solve problems using learned techniques and tools
• Flexibility, versatility, dependability

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:

• For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear
• For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear
• The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height)
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
• The work environment utilizes florescent lighting; noise level is moderate
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
• Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
• Please be advised the job description is subject to change at any time

Capacity Planner II
Intermediate professional role requiring moderate skills with a high level of proficiency. Demonstrated competency of Capacity Planner I role is required. Works independently with only administrative supervision, displaying independent judgment with the ability to overcome moderate obstacles and recognize early when issues should be escalated or a senior peer needs to be consulted. Consults senior peers on projects with the goal of continually building knowledge and experience while minimizing any risk to projects. Provides communication on issues or complex information to a wider audience after consultation with management or senior peers. Contributes to the development, documentation and implementation of capacity planning standards or guidelines. Typically requires a minimum of 2 to 4 years of experience in capacity planning.

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