Capacity Planning Analyst (Workforce Management)

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

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.

• 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.

• Experience with SQL querying and coding in Python.

• 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.

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

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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