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Founded in 1810, The Hartford is one of the nation's largest investment and insurance companies. As an employer, The Hartford has been named among the region's
Capacity Planning Consultant
Location
Connecticut
Posted
134 days ago
Salary
$74.4K - $111.6K / year
Seniority
Senior
Job Description
Capacity Planning Consultant
The Hartford
• Act as liaison between Operations, Training, HR, Finance and Expense business partners with regards to staffing and capacity planning • Develop and maintain strong working relationships with partners • Establish staff plans and/or capacity requirements based on data and analytics • Maintain comprehensive knowledge of staffing model inputs and methodology • Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions • Conduct detailed variance analytics and identify key business drivers of change • Research, forecast and report on demand drivers • Review forecast for accuracy and make proactive changes to minimize variances • Influence and negotiate with business partners and colleagues • Clearly articulate points of view and provide compelling rationale to influence decisions • Working closely with the Operational Lines Finance, Expense and Operations leads, identify trends, quantify impacts, and communicate business results relative to staffing implications on a monthly basis • Respond to “what-if” scenarios, cost benefit requests, and other projects that have staffing implications • Able to quantify implications of initiatives on staffing needs • Understand the interrelationship between model variables and the impact to service level commitments • Develop benchmarking metrics in order to understand efficiency/productivity of actual planned staffing levels • Assess risk and opportunities • Develop and maintain expertise in business process • Participate in model optimization techniques that drive efficiency and optimize resource utilization • Play a key role in the financial outlook and operating plan process by submitting staffing projections for current and outer years
Job Requirements
- Experience in constructing quantitative analysis
- Experience in building capacity plans for both call center and back office operations
- Long term workforce modeling, building and maintenance
- Long term Forecasting experience looking out at least 2 years
- Service Operations/Contact Center and/or business forecasting experience
- Bachelor’s Degree preferred
- Strong quantitative and mathematical skills
- Possesses strong to advanced MS EXCEL skills
- Familiarity with IEX and workforce planning tools
- Adept in data mining, data analysis, and data presentation
- Able to identify relevant data and data sources to provide meaningful analysis
- Strong analytical, critical-thinking, and problem-solving skills
- Effective written and verbal communication skills a must.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
- Bonuses
- Stock options
- Flexible work arrangements
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