Senior Analyst, Capacity Planning (Remote)

Essential Duties and Responsibilities:

- Develop and maintain accurate forecasts to predict staff need under a variety of intake volumes, and conditions using data/statistical analysis, simulation modeling and other mathematical methods.

- Mentor, train, and provide guidance, background information, and assistance to managers, analysts and other staff on standards and best practices in the following areas: business and operational analysis, and interpretation and effective use of process performance data, presentation objects and other analysis artifacts.

- Review forecasting accuracy (forecasts to actuals) and schedule effectiveness (staff paid/ staff need/ staff scheduled/staff available) with WFM staff and work together to reduce variations in order to ensure performance and productivity goals are met.

- Develop operational production plans to efficiently allocate staff resources against workload.

- Analyze data and other information in order to conceptualize and define operational problems and/or improvement opportunities.

- Plan and execute analysis - often interrogating data and other information to perform root cause analysis and develop an impact assessment.

- Establish daily, weekly and monthly metrics and monitor performance against metrics and ensure meaningful deviation is detected early and incorporated in operation planning efforts.

Minimum Requirements

- Bachelor's Degree

- 5-7 years of experience

- Experience with conducting and interpreting mathematical or statistical studies.

- Exceptional proficiency in Microsoft Office applications, specifically Excel.

- Ability to define data requirements, gather and validate data and other information, and apply judgement to statistical tests.

- Bachelor's degree in Statistics, Operations Research, Data Science, Industrial Engineering, or Business Analytics.

- 5+ years' experience in strategic capacity planning, forecasting, and financial/resource modeling, with long-term trend analysis in large contact centers (1,000+ FTE).

- Demonstrated expertise in time series modeling, regression, simulation, or optimization techniques.

- Experience influencing staffing and budget decisions through partnership with Operations and Finance.

- Exposure to enterprise-level workforce planning across omnichannel or multi-site environments.

Preferred Requirements:

- Master's degree

- Advanced proficiency in Excel, SQL, and Power BI (or Tableau).

- Hands-on experience with advanced forecasting methodologies such as exponential smoothing (Holt-Winters), ARIMA/SARIMA, multivariate regression, driver-based modeling, and scenario simulation for workforce demand forecasting and capacity planning.

- Experience with Workforce Management tools (Genesys, Verint, NICE) and capacity modeling platforms (Anaplan, or equivalent).

- Strong understanding of KPI frameworks, SLA-driven environments, and data governance principles.

Home Office Requirements:

- Maximus provides company-issued computer e...