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Capacity Planning Analyst Call Center Jobs (NOW HIRING)

Norsk Hydro

Capacity Planning Manager

Rosemont, IL · On-site

Conduct work-center level capacity analyses to mitigate near-term and future schedule risks ... Drive Sales & Operations Planning (S&OP) processes by providing capacity insights and ...

New

Norsk Hydro

Conduct work-center level capacity analyses to mitigate near-term and future schedule risks ... Drive Sales & Operations Planning (S&OP) processes by providing capacity insights and ...

New

Samsung Electronics

Capacity Planning Engineer

Austin, TX · On-site

$70.48K - $179.09K/yr

Perform regular analysis on factory bottlenecks for long term and short-term basis * Find actions ... Capacity Planning, Data Analytics, Project Management, Production Strategy or Manufacturing ...

Samsung Electronics

Capacity Planning Engineer

Taylor, TX · On-site

$70.48K - $179.09K/yr

Investment analysis has been an increasing demand upon on this team, as we have multiple phases of ... Capacity Planning, Data Analytics, Project Management, Production Strategy or Manufacturing ...

Chapa-De

Medical Call Center Supervisor

Auburn, CA · On-site

$30.55 - $35.55/hr

As Medical Call Center Supervisor, you won't just manage schedules, you'll lead the front line of ... and capacity planning. * Coach, develop, and hold accountable a high-performing team through ...

WPP Media

Manager, Capacity Planning

New York, NY · On-site

The Capacity Planner navigates between various fulfillment channels to optimize team configurations ... Utilize data and analytics to measure the effectiveness of the fulfillment plan, making data-driven ...

thryvlgbt

Call Center Manager

Atlanta, GA

Monitor and analyze call center performance metrics to identify areas for improvement * Ensure compliance with company policies and procedures * Provide coaching and training to call center ...

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How much do capacity planning analyst call center jobs pay per year?

As of May 30, 2026, the average yearly pay for capacity planning analyst call center in the United States is $72,700.00, according to ZipRecruiter salary data. Most workers in this role earn between $64,500.00 and $81,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Capacity Planning Analyst in a Call Center, and why are they important?

To thrive as a Capacity Planning Analyst in a Call Center, you need strong analytical skills, expertise in workforce management, and a background in statistics or operations research, typically supported by a relevant degree. Familiarity with workforce management software (like NICE IEX, Genesys, or Verint), data analysis tools (such as Excel or SQL), and forecasting methodologies is essential. Excellent communication, problem-solving abilities, and attention to detail help you collaborate effectively and present data-driven recommendations. These skills ensure efficient staffing, optimized service levels, and cost-effective operations in a dynamic call center environment.

What are some common challenges faced by Capacity Planning Analysts in a call center environment?

Capacity Planning Analysts in call centers often encounter challenges such as accurately forecasting call volumes, balancing staffing levels to meet service goals, and adapting to last-minute changes in demand. They must analyze historical data, predict seasonal trends, and work closely with operations and workforce management teams to ensure optimal coverage. Dealing with unpredictable events, such as system outages or marketing campaigns, can also require quick adjustments to staffing plans. Effective communication and strong analytical skills are crucial to overcoming these challenges and maintaining high customer service standards.

What is a Capacity Planning Analyst in a call center?

A Capacity Planning Analyst in a call center is responsible for forecasting call volumes, scheduling staff, and ensuring resources are efficiently allocated to meet customer demand. They analyze historical data and trends to predict future workload and help determine the optimal number of agents needed at any given time. Their work helps maintain service levels, minimize wait times, and control operational costs. This role is crucial for balancing customer satisfaction with efficient staffing.

What is the difference between Capacity Planning Analyst Call Center vs Workforce Analyst?

AspectCapacity Planning Analyst Call CenterWorkforce Analyst
Primary FocusForecasting call volume, staffing needs, and resource allocation in call centersAnalyzing staffing data, scheduling, and optimizing workforce productivity across various departments
Required SkillsData analysis, forecasting, call center operations knowledgeData analysis, scheduling, workforce management tools
Work EnvironmentCall centers, customer service operationsCorporate offices, multiple industries
Common CertificationsWorkforce management certifications, data analysis

While both roles involve data analysis and workforce management, the Capacity Planning Analyst Call Center specializes in forecasting call volumes and staffing specifically for call centers. The Workforce Analyst has a broader scope, focusing on workforce data and scheduling across various departments and industries.

More about Capacity Planning Analyst Call Center jobs
What job categories do people searching Capacity Planning Analyst Call Center jobs look for? The top searched job categories for Capacity Planning Analyst Call Center jobs are:
Capacity Planning Analyst Call Center jobs near you
Infographic showing various Capacity Planning Analyst Call Center job openings in the United States as of May 2026, with employment types broken down into 1% Locum Tenens, 91% Full Time, 5% Part Time, 1% Temporary, and 2% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution, with an average salary of $72,700 per year, or $35 per hour.
Workforce Management Forecasting & Capacity Planning Analyst

Workforce Management Forecasting & Capacity Planning Analyst

Public Partnerships LLC

Remote

$67.50K - $86.60K/yr

Full-time

Posted 29 days ago

Public Partnerships LLC rating

6.0

Company rating: 6.0 out of 10

Based on 36 frontline employees who took The Breakroom Quiz

121st of 228 rated social care providers

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and "self" direct their own long-term home care. Our role as the nation's largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.
Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com).
Job Summary
The WFM Forecasting & Capacity Planning Analyst ensures contact center service levels by delivering accurate volume forecasts and staffing models across multiple channels and planning horizons. This role translates demand into capacity and headcount requirements while accounting for seasonality, new initiatives, and complex operational constraints. Partnering closely with Operations, Scheduling, Real-Time, and Finance teams, the analyst supports service delivery and headcount budgeting through data-driven insights. The position requires strong analytical skills, deep knowledge of contact center metrics, and the ability to clearly communicate impacts and recommendations to stakeholders.
Duties & Responsibilities:
Forecasting & Demand Planning
  • Develop and own short-, medium- and long-term volume forecasts using historical data, seasonality, and business specific trends for inbound, outbound, email, and chat contact types.
  • Analyze both forecast accuracy and staff planning performance, identify drivers of variance, and prepare recommendations on corrective actions to keep staffing in line with demand.
  • Build scenario models for new initiatives (campaigns, product launches, policy changes, system migrations) to forecast demand impact and staffing implications; produce data-driven recommendations (hire, defer, cross-train, overtime).

Capacity Modeling & Staffing Strategy
  • Develop and own capacity models that convert forecasts into staffing requirements using AHT, SLA targets, shrinkage, occupancy, multi-skill routing, and cross-training constraints.
  • Create and manage the annual capacity budget (FTE/Headcount) grounded in forecasted demand and productivity assumptions, partner with Finance on budget vs. actual deviations.
  • Track and model Shrinkage, Attrition, and Adherence by line of business; produce hiring and backfill plans with scenario analysis (e.g. ramp timing, training impact, production impact).

Intraday Planning & Workforce Execution
  • Convert forecasts to intra-day volume, AHT, and requirements to hand off to our Real-time and Scheduling partners.
  • Partner with Operations, Scheduling, and Real-time teams to ensure service level delivery.

Required Skills:
  • Strong proficiency in Excel is required.
  • Functional knowledge of Erlang C and Regression Analysis.
  • 2+ years of exp with WFM tools (NICE, Aspect, etc) and ACD tools are required
  • Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail.
  • Ability to confidently present data and analysis to multiple stakeholders and answer questions, propose solutions, and explain impacts.
  • Strong understanding of a contact center's metrics and targets.
  • Strong knowledge of Erlang-C and Regression based forecasting.
  • Ability to translate data into clear, actionable insights.
  • Excellent attention to detail and ability to manage time effectively in a fast-paced environment.

Qualifications:
  • Education: Bachelor's degree in an equivalent discipline. Substantial professional experience in a related field may be considered in lieu of formal degree.
  • Experience: 5+ years' Workforce Management experience with 3+ being in Forecasting or Capacity Planning preferred.

Compensation Range: $67,500 - $86,600 annually
The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified
PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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About Public Partnerships

Sourced by ZipRecruiter

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and "self" direct their own long-term home care. Our role as the nation's largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.

Industry

Health care and social assistance

Company size

501 - 1,000 Employees

Headquarters location

Boston, MA, US

Year founded

1999

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