Aligned Automation
Website:
alignedautomation.com
Job details:
About Aligned Automation
At Aligned Automation, we live by our "Better Together" philosophy to build a better world. As a strategic service provider to Fortune 500 companies, we help digitize enterprise operations and drive impactful business strategies. Our purpose goes beyond projects—we strive to deliver meaningful, sustainable change that shapes a more optimistic and equitable future.
Our culture is deeply rooted in our 4Cs—Care, Courage, Curiosity, and Collaboration—ensuring that each employee is empowered to grow, innovate, and thrive in an inclusive workplace.
Job Summary
The Forecaster & Capacity Planner is responsible for developing accurate workload forecasts and staffing plans across multiple customer support channels (voice, chat, email, and social). This role ensures the business is optimally staffed to meet service level commitments by analyzing historical data, identifying patterns, understanding business drivers, and translating insights into actionable short‑term and long‑term capacity plans. The position is critical in ensuring the right number of resources are available to support operational performance and customer experience goals.
Key Responsibilities
Forecasting & Analysis
- Develop and maintain accurate volume forecasts for all contact channels (inbound/outbound calls, chat, email, social media, and digital support interactions).
- Analyze historical data, trends, seasonality, and business drivers to produce short-term, medium-term, and long-term forecasts.
- Incorporate operational insights, marketing plans, product launches, and campaign impacts into forecast models.
- Continuously monitor forecast accuracy and refine models based on actual performance and emerging trends.
Capacity & Headcount Planning
- Calculate required staffing and headcount for each queue using agreed productivity benchmarks, AHT, occupancy, shrinkage, and service level targets.
- Create and maintain long-term capacity plans that support operational, financial, and workforce planning decisions.
- Provide monthly volume and capacity forecasts to Outsourced Service Providers and ensure alignment with business requirements.
- Identify risks, gaps, and opportunities related to capacity, staffing, or service level outcomes.
Collaboration & Stakeholder Management
- Work closely with scheduling, real‑time management, and operations teams to ensure staffing levels align with forecasted demand.
- Partner with marketing, sales, product, and business teams to integrate new initiatives and volume‑impacting events into plans.
- Present daily, weekly, and monthly forecast and staffing insights to stakeholders and senior leadership.
- Lead periodic performance reviews with business leaders to evaluate forecast accuracy, trends, and recommendations.
Tools, Reporting & Continuous Improvement
- Utilize workforce management platforms and statistical models to generate accurate forecasts and capacity plans.
- Build and maintain standardized reporting dashboards to communicate volume trends, workload drivers, and staffing requirements.
- Continuously improve forecasting methodologies, tools, and processes to enhance accuracy and efficiency.
Requirements
Education & Experience
- Bachelor’s degree in Statistics, Mathematics, Business, Analytics, or related field (or equivalent experience).
- Minimum 2+ years of workforce management, forecasting, or capacity planning experience in a call center or technical support environment.
Skills & Competencies
- Strong analytical and problem‑solving abilities with proficiency in interpreting large datasets.
- Advanced skills in MS Excel and working knowledge of MS PowerPoint.
- Hands‑on experience with WFM tools such as NICE, Verint, or Genesys.
- Understanding of statistical forecasting techniques, WFM concepts, and performance metrics.
- Excellent communication skills with the ability to present insights clearly to technical and non‑technical audiences.
- Strong attention to detail with a commitment to accuracy and continuous improvement.
Preferred Qualifications
- Experience with SQL, Power BI, Tableau, or other data analytics and visualization tools.
- Familiarity with Erlang C, Erlang A, and other call center staffing and capacity models.
- Experience with forecasting in a multi‑channel or global operations environment.
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