Capacity Planner plans, measures, and monitors operating limits and capacities of an organization. Forecasts and plans capacity requirements to ensure alignment with department or unit and determine variance from production schedules, resource levels, and inventory demand. Being a Capacity Planner identifies and troubleshoots production issues or bottlenecks that impact plant capacity. Coordinates with internal stakeholders like engineering, sales, and marketing to understand and develop current and forecasted plans. Additionally, Capacity Planner utilizes manufacturing data and reports to drive key insights into efficiency, production rate, and other performance metrics. Produces reports that evaluate plant capacity and identify areas needing improvement. Recommends process and equipment improvements to optimize production capabilities. Requires a bachelor's degree. Typically reports to a supervisor. The Capacity Planner occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Capacity Planner typically requires 2 -4 years of related experience. (Copyright 2024 Salary.com)
About the Role
The Capacity Planner lives in the Customer Operations Workforce Management team and is responsible for forecasting volumes in assigned customer queues, creating schedules based on those forecasts, plotting agents into those schedules, onboarding and off boarding of agents from tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever service level agreements are not being met. You are detail-oriented, comfortable with math and data, and exhibit initiative and curiosity.
Day-to-Day Responsibilities
Profile Must Haves
Your First Days
30 Days
You become an expert in navigating CBH's systems and tools, can comfortably generate reports in Metabase, Google Sheets, and Zendesk, and provide analysis on a recent SLA slippage. By the end of 30 days, you have produced a plan for managing PTO and developed a forecast that withstands scrutiny, with an accompanying agent schedule.
60 Days
You are onboarding and off boarding agents regularly and without error, providing reports on attendance adherence and PTO, and helping place new agents into the schedule. When response times start to slip, you notice quickly and immediately provide root cause analysis and a recommendation for action.
System Requirements
This is a fully remote position.