Command Center Planning Analyst

Job Summary

The Capacity Planning Analyst is responsible for translating business demand into workforce capacity plans and optimized staffing schedules to ensure service delivery, productivity, and cost efficiency across a shared service or GCC environment.

The role combines mid-term workforce planning with schedule design and optimization, ensuring the right number of resources are available at the right time to meet operational and financial objectives.

Key Responsibilities

• Capacity Planning & Workforce Modeling
• Convert volume forecasts into staffing and FTE requirements using Datanitiv tool.
• Build monthly and quarterly capacity plans
• Maintain staffing assumptions including productivity, shrinkage, and attrition
• Perform scenario modeling for business growth, seasonality, and demand changes
• Identify hiring gaps and recommend workforce strategies

• Scheduling & Roster Management
• Create optimized schedules aligned to forecasted demand patterns using Calabrio tool
• Manage shift bids, rotations, and roster alignment.
• Balance staffing supply with client KPI
• Optimize breaks, lunches, and shift placements to maximize efficiency

• Schedule Optimization & Governance
• Analyze schedule efficiency and recommend improvements and maintain schedule adherence frameworks and governance rules.
• Support holiday planning, leave planning, and peak readiness scheduling
• Ensure compliance with labor policies and site constraints.
• Partner with Command Center teams for intraday adjustments

• Reporting & Documentation
• Track plan vs actual staffing utilization and produce workforce outlook and staffing reports.
• Analyze historical staffing performance and scheduling effectiveness
• Maintain planning assumptions and documentation.

Qualifications & Skills

• Bachelors degree preferred, or equivalent experience in contact center/WFM environment.
• 24 years experience in Capacity Planning, Scheduling, or Workforce Planning using tools with focus on intraday or real-time operations.
• Solid understanding of workforce management processes (forecasting, scheduling, intraday management).
• Proficiency with WFM tools (NICE/IEX, Verint, Aspect, Genesys) and contact center reporting systems.
• Exposure to multi-site or shared delivery models preferred.
• Excellent communication, prioritization, and stakeholder management skills.