Sr Workforce Capacity Planner

The Capacity Planner ensures optimal staffing and resource allocation to meet service level objectives while balancing cost efficiency. This role requires strong analytical skills, forecasting expertise, and collaboration across operations and vendor management.

Core Competencies & Responsibilities

1. Analytical & Forecasting Skills

• Develop accurate short-term and long-term forecasts using historical data, business trends, and predictive models.
• Apply Erlang C and other workforce planning methodologies to determine staffing requirements.
• Conduct variance analysis and identify drivers impacting forecast accuracy.

2. Strategic Planning

• Create capacity plans aligned with business objectives and budget constraints.
• Model “what-if” scenarios to assess impact of volume changes, staffing adjustments, or productivity shifts.
• Support annual and quarterly planning cycles with detailed FTE and cost projections.
• Ability to assess and scale technology updates and changes, and evaluate their impact on FTE requirements..

3. Communication & Collaboration

• Partner with Workforce Management, Operations, Finance, and Vendor teams to align on staffing strategies.
• Present capacity plans and insights to leadership in a clear, actionable format.
• Influence decision-making through data-driven recommendations.

4. Technical Proficiency

• Advanced Excel and data visualization skills.
• Experience with WFM tools (e.g., NICE, Verint, Genesys) and BI platforms.
• Experience with call center routing platforms(Genesys, Cisco, AWS)
• Ability to automate reporting and streamline planning processes.

5. Problem-Solving & Adaptability

• Respond quickly to changes in volume, staffing, or business priorities.
• Develop contingency plans for unexpected events (e.g., system outages, marketing campaigns).
• Maintain flexibility in a fast-paced, dynamic environment.

To thrive as a colleague at Citizens, candidates must demonstrate a strong customer-centric mindset, exhibit persistence and resilience in the face of challenges, and embrace continuous learning to adapt and grow in a dynamic environment.

Qualifications

• Bachelor’s degree in business, Analytics, or related field (or equivalent experience).
• 3-5 years in short term forecasting and capacity planning or contact center operations.
• Strong understanding of contact center metrics.
• Excellent communication and stakeholder management skills.

Hours and Work Schedule: (4 days in office, 1 day remote)

Hours per Week: 40

Work Schedule: Monday-Friday

Pay Transparency

The salary range for this position is $76,200-$120,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

Citizens will not sponsor an applicant for a work visa, such as an H-1B, for this position.

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Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.