Capacity Planning Analyst

3 days ago


Budapest, Budapest, Hungary Wise Payments Limited Magyarországi Fióktelepe Full time
About the Role

We are seeking a highly skilled Capacity Planning Analyst to join our team at Wise Payments Limited Magyarországi Fióktelepe. As a key member of our operational team, you will play a crucial role in supporting our business growth and ensuring we have the right people with the right skills in the right place at the right time.

Key Responsibilities
  • Forecasting & Planning:
    • Create and maintain long-term capacity plans (12-18 months rolling), ensuring alignment with defined service-level agreements.
    • Develop scenario models to anticipate different demand conditions and recommend optimum resource allocation.
  • Data Analysis:
    • Conduct in-depth analysis of workforce metrics to identify trends and areas for improvement.
    • Regular review and detailed report for MAPE accuracies.
  • Stakeholder Collaboration:
    • Prepare regular reports and presentations for management, engaging support teams with data to improve key operations metrics.
    • Communicate capacity requirements and changes effectively across the operational teams, including senior management.
    • Coordinate with recruitment teams to ensure that hiring strategies are aligned with capacity plans.
  • Process Improvement:
    • Collaborate with analytics and data science teams to test and validate forecast models.
    • Identify and implement process improvements in workforce planning and capacity management.
    • Develop and maintain WFM processes to enhance forecasting accuracy and operational efficiency.
    Requirements
    • Minimum 2 years of experience in Workforce Management Planning, Revenue Management, Data Analytics, Business Analytics, FP&A or similar role.
    • Proven track record in dealing with large volumes of data and creating actionable insights.
    • You are familiar with forecasting techniques.
    • Advanced spreadsheets user (including knowledge of VBA or Google Apps Script).
    • You have experience with Workforce Management tools, metrics and processes.
    • You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and turning complex data into an easy to follow story.
    • You are a self-starter who is comfortable working autonomously.
    • SQL skills (including window functions, CTEs)
    Preferred Skills
    • Familiarity with Python or any other scripting language.
    • Knowledge of contact-centre metrics and operating models.

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