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Capacity Planning Analyst

4 weeks ago

Houston, United States Accolade Full time

**About Accolade**

**Role overview**

Are you looking for an exciting career with a quickly growing company? Do you have the drive to be part of a growing team to build processes and management routines which will help improve operating performance and scale the business? Are you a self-motivated problem solver who wants to make a large impact on the company’s overall success? If yes, then the Capacity Planning Analyst role is for you.

The Capacity Planning Analyst will help to design and advance existing processes and methodologies for Contact Center Demand Forecasting. This role will be responsible for analyzing historical performance and projected growth. This will be leveraged to deliver long-term and short-term volume forecasts and work time associated with inbound and outbound calls and messages. These monthly, weekly, and daily forecasts will be used to ensure proper staffing levels and hiring plans are created to meet our customer obsession mission.

The Forecasting Analyst will be part of a broader team of analysts which will help guide the business in decision making, goal planning, and help to improve both operational and financial performance. This role will also need to conduct ah-hoc analysis for planning, decision making, and improved operating performance.

**A day in the life**
- Analyze, identify and evaluate trends and patterns for improving call volume and staffing needs for the multiple workgroups that this position is responsible for.
- Leverage the existing reporting, call volume trends, arrival patterns, peak of month/weeks to forecast calls and messages by client.
- Forecasts will need to be created monthly looking 18 months out, and weekly for the upcoming 4-6 weeks.
- Monitor real time trends in volumes and performance to adjust forecasting models for improved accuracy.
- Create new forecasting models for teams currently not supported in the capacity planning processes.
- Make recommendations for improvement and/or advancement of processes, reporting and data.
- Engage and partner with key stakeholders from across the enterprise to ensure we have the right staff at the right times to exceed our customer expectations.
- Prepare reconciliations of forecasting accuracy and be able to present trends and results in front of the appropriate audiences.

**What we are looking for**
- Bachelor’s Degree in a field such as: Management, Mathematics, Economics, Data Science, Engineering or related field.
- **Experience with SQL querying and coding in Python.**:

- 1-3 years domain expertise in contact center data and analytics, with direct capacity planning experience preferred.
- Hands-on, action-oriented style with the ability to roll up your sleeves and dig into the data.
- Excellent Excel, PowerPoint and Project Planning skills.
- Excellent written and interpersonal communication skills.
- A team player who can influence others by the strength of personality, integrity, ability, sense of humor and interpersonal skills.
- Strong technical skills with demonstrated ability to present analysis and insights to non-technical colleagues that drive critical insights and decision making.
- Ability to lead and manage multiple projects, prioritize and direct team members as appropriate while setting overall vision for team.
- Thrives when working in environments with ambiguity and challenging problems to solve.
- Data-driven, detail-oriented and fact-based; focused on getting the best answer for customers and clients.
- A team player capable of working effectively with individuals throughout all levels of the organization as well as externally.

**Benefits**
- Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
- HDHP medical plan with generous employer contributions towards an HSA
- 401(k) Retirement Plan with matching employer contributions
- Paid Time Off
- Generous Holiday Schedule + 5 floating holidays
- 18 weeks of paid parental leave
- Subsidized commuter benefits programs
- Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
- 1 Volunteer days per year
- Employee Stock Purchase Plan (ESPP) w/ employee discount

**Our people are the Heart of Accolade**

Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:
**Member Obsessed**

For everything we do, we ask ourselves: Is this going to make our member’s life measurably better?

**Be Fearless**

We think differently. We do what’s never been done. We are reinventing healthcare every step of the way.

**Stronger Together**

We honor the differences among one another and know that our unique perspectives drive us forward.

**Genuine Care**

We care deeply about the human beings we work with and serve. We have each other’s back.

**Embrace Re

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