About the RoleThe 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 ResponsibilitiesForecasting volumes and revising forecasts when reality does not meet expectationsEnsuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainingsClosely monitoring support queues for any volume buildups and taking action to address any Service Level Agreement slippageProviding clear root cause analysis of any dips to our response and resolution timesOnboarding new agents into CBH systems in a timely mannerOff-boarding former agents from CBH systems in a timely mannerTracking seat / license usage in various tools to ensure we are staying within budgetMonitoring attendance and the PTO system to ensure that we are not falling below required headcount in any given hourOverseeing holiday schedule managementProviding information to operational leaders on agent productivity and adherenceProfile Must HavesMath: you areexceptionallygood at it and comfortable navigating messy data. This includes being very good at ExcelAttention to detail: you cross all the T's and dot all the I's, making sure nothing is overlookedExperience: You have created schedules and forecasts before and have strong mental models for how a workforce should be managedYour First Days30 DaysYou 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 DaysYou 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 RequirementsMinimum 15Mbps internet connectionMinimum i5 processor or equivalentMinimum 12GB RamQuiet working environmentSteady power and internet connectionThis is a fully remote position.
