Analyst, Capacity Planning

About Transcarent

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care

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 Long Range Capacity Planning Analyst is essential for ensuring an organization can effectively meet future demands by analyzing current capacity, forecasting needs, and developing strategic plans for resource optimization. This role involves collaborating with various departments to identify constraints and recommend solutions to improve productivity and reduce costs.

The Capacity Planning Analyst will help to design and advance existing processes and methodologies for Contact Center Demand Forecasting and 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 Capacity Planning 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…

• Forecasting future capacity based on data and trends, developing and maintaining capacity planning models, and monitoring resource utilization.
• Provide recommendations for capacity adjustments, tracking KPIs, and utilizing data visualization tools.
• Conducting "what-if" scenarios, documenting processes, staying updated on industry trends, and coordinating with IT.
• Developing efficient forecasting processes, training team members, presenting findings in meetings, and handling ad-hoc requests are also part of the responsibilities.
• 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.
• Collaborate with teams, generate reports on capacity metrics, and identify potential issues and solutions.
• 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.
• Inquisitive, analytical, problem-solving in nature.  Ability to identify issues in data & analysis quickly using subject matter expertise.
• 1-3 years domain expertise in contact center data and analytics, with direct capacity planning experience preferred.
• Regarded as a subject matter expert by peers and sought out for their expertise.
• 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.

Hiring Range

Annual

Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.

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

• Open 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

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

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