Senior Capacity Planning Analyst
Overview
We’re seeking a strategic and analytical Senior Process Capacity Planning Analyst to partner with Financial Planning & Analysis, Data Analytics, Workforce Management, HR, and Operations Leaders. In this role, you will develop mature capacity and business planning models, provide actionable insights, and help ensure optimal resource levels across multiple lines of business. You will work collaboratively in a multi-disciplinary Center of Excellence and support critical operational and strategic decision-making.
What You’ll Do
Develop and maintain comprehensive business scenario models to support cost reduction, efficiency, quality, and revenue objectives.
Identify opportunities and create business plans to achieve financial, customer, and risk goals.
Build and maintain capacity models, partnering with Operations, HR, and Finance leadership to guide critical business decisions.
Contribute to monthly operating reviews for senior leadership to ensure awareness of capacity and performance across Indexing, Intake, and Utility Operations.
Serve as a primary partner with Operations Leaders to define KPIs and metrics for key business functions.
Continuously improve forecasting methodologies in collaboration with Operations and Finance teams.
Establish subject matter expertise in processes and data flows related to AvidInvoice, Strongroom, and AvidUtility products.
Conduct ad-hoc root cause analyses to resolve operating incidents as needed.
Collaborate with Workforce Management to enhance resource planning accuracy and alignment to operational plans.
Maintain operating rhythms and reporting, ensuring stakeholders are informed on planning accuracy and opportunities.
Extract, validate, and analyze data from source systems to support models, forecasts, and decision-making.
What We’re Looking For
Bachelor’s degree in a related field.
5+ years of experience in capacity planning, including transactional and call center environments.
Strong project management and analytical skills.
Ability to use sound business judgment to drive optimal outcomes.
Experience designing and managing cross-functional processes to align execution with strategic planning.
Ability to define, monitor, and analyze metrics to track program success and proactively identify issues.
Advanced proficiency in Microsoft Excel; moderate proficiency in SQL.
Highly experienced in identifying drivers of process capacity across multiple business functions.
Advanced critical thinking and problem-solving skills.
Six Sigma or Lean certification (Yellow or Green Belt) preferred.