Job Summary
As Sr. Capacity Planner, you will turn business demand into actionable workforce plans. You will own long-term forecasting, capacity modeling, staffing strategy, and scenario planning to ensure workforce supply aligns with operational demand across Consumer Cellular's contact center environment. The organization operates in a multisite environment with an 85% remote workforce and 10% BPO support. This is a hybrid position supporting business needs across U.S. time zones.
You will partner with Operations, Finance, Marketing, Training, Reporting, Technology, Talent Acquisition, and other cross-functional teams to identify workforce needs, anticipate capacity risks, and deliver data-driven recommendations that support staffing decisions and financial planning. Your recommendations will influence hiring, training, staffing, and capacity strategies and improve service performance and customer experience outcomes.
This is an individual contributor role that serves as the organizational subject matter expert in capacity planning methodology, with an opportunity to grow into a people leadership function over time.

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite.

Duties and Responsiblities

Forecasting & Capacity Planning

• Develop and maintain long-term workforce forecasts using historical volume, productivity, shrinkage, staffing data, and relevant business drivers.
• Translate forecasted demand into staffing and capacity requirements incorporating attrition, hiring timelines, training throughput, ramp curves, productivity, and skill mix.
• Define the inputs used to build capacity models and document the risk and confidence level associated with each variable.
• Analyze capacity versus demand to identify staffing gaps, surpluses, and operational risks.
• Build scenario and what-if models to evaluate changes in volume, productivity, service models, workflows, technology, and other business assumptions.
• Analyze forecast accuracy and variance drivers and continuously improve forecasting models, assumptions, and capacity planning methodologies.

Staffing Strategy & Recommendations

• Provide data-driven recommendations for hiring, training, cross-training, overtime, and workload balancing strategies.
• Build and maintain hiring plans aligned to current attrition trends, planned initiatives, and budgeted FTE targets.
• Accurately allocate staffing capacity across skills and channels in a multi-skill, multi-channel environment.
• Deliver realistic, actionable plans that help the business achieve service level, cost, and staffing goals.

Cross-Functional Collaboration

• Partner with cross-functional teams to support workforce and financial planning cycles.
• Collaborate with Finance during budget cycles to validate headcount assumptions and model cost impact of staffing scenarios.
• Work closely with WFM Forecasting and Scheduling to ensure capacity plans reflect current demand signals and scheduling constraints.

Reporting & Continuous Improvement

• Develop and maintain capacity planning dashboards and reports that give leadership clear visibility into headcount health, hiring pipeline status, and budget vs. actuals.
• Use Aspect WFM, Excel, Power BI, NICE, and Claude to improve planning accuracy, efficiency, and decision-making.
• Identify process improvement opportunities and implement solutions that increase planning accuracy and team efficiency.
• Drive standardization of planning methodologies and tools across all locations and departments.
• Other duties as assigned.

The above statements are intended to describe the general nature and level of work performed and not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel assigned to this job. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.