Business Analyst I - Capacity Planning & Workforce Management

Job Description

Job Description

Description :

Reports to : Manager of Analytics

Classification : Full Time, Exempt

JOB DESCRIPTION

Summary / Objective

The Analyst I, Capacity Planning & Workforce Management, will support operational and financial teams by transforming volume forecasts and operational metrics into short- and long-term headcount requirements. This role is responsible for building capacity plans using inputs such as account volumes, collections forecasts, occupancy targets, and utilization assumptions. The Analyst I will also create and maintain operational volume reports—including call volumes, handle times, and productivity metrics—and assist in implementing workforce management tools to support intraday, short-term, and long-term staffing decisions. Through strong analytical skills and cross-functional collaboration, this role provides clear, actionable insights that ensure departments are properly staffed to meet service and performance goals.

Key Responsibilities

• Attend stakeholder meetings to understand operational forecasts, staffing needs, and reporting requirements, providing data-driven recommendations.
• Build, update, and maintain long-term capacity plans for operational departments using inputs such as forecasted account volumes, collection volumes, call volumes, occupancy targets, and utilization assumptions.
• Translate financial and operational forecasts into headcount requirements, identifying over / under-capacity risks and recommending staffing adjustments.
• Develop and maintain operational volume reports, including calls per day, average handle time (AHT), abandonment rates, contact rates, service levels, and productivity metrics.
• Setup configuration and ongoing management of workforce management tools for intraday, short-term, and long-term scheduling and staffing.
• Monitor actual volumes and staffing performance against forecasts, identifying variance drivers and updating assumptions as needed.
• Perform ad-hoc analysis to support operations, collections, customer service, and other cross-functional teams.
• Collaborate with finance and operations teams to ensure alignment in forecasting logic, staffing assumptions, and reporting.
• Conduct data validation and quality checks to ensure accuracy in capacity planning, WFM inputs, and operational reporting.
• Communicate findings, recommendations, and performance trends clearly to both technical and non-technical stakeholders.

Qualifications

Required

Preferred

Supervisory Responsibility

This position does not have any supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Position Type / Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 8 : 00 a.m. to 5 : 00 p.m. Occasional evening and weekend work may be required as job duties demand.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements :