Position Details

Type Full-Time

Experience lead

Exp. Years 5+ years

Education Not specified

Category Data & Analytics

About this role

Capacity Planning Lead at Headway models demand and supply, translating volume and handle-time data into staffing plans and budgets for CX operations.

Key Responsibilities

Architect the Capacity Engine: Build comprehensive capacity model
Model Agent Productivity: transform raw agent-level data into actionable intelligence
Translate Erlang C FTE requirements into staffing plan
Drive BPO Capacity Locks with offshore partners
Own the Staffing Plan and forecast across time horizons

Technical Overview

Technical focus on SQL, Snowflake, data modeling, Erlang C-based FTE forecasting, and data pipelines to drive workforce decisions.

Ideal Candidate

The ideal candidate is a senior analytics professional with 5+ years of capacity planning, strong SQL/Snowflake skills, and experience modeling workforce needs and budgeting for CX operations.

Must-Have Skills

Advanced SQLSnowflake (or similar SQL dialects)Data modeling experienceExperience with capacity planning / workforce managementStrong analytical and data storytelling skills

Nice-to-Have Skills

Experience with AI tools for data analysisExperience in healthcare or contact centersExperience with AI-assisted analytics

Tools & Platforms

SnowflakeSQLDAGsPower BITableau

Required Skills

Advanced SQLSnowflakeSQLData modelingCapacity planningErlang CFTE forecastingBudget reconciliationDAGsData pipelinesVolumeAHTOccupancySLACross-functional collaborationBI tooling

Hard Skills

Advanced SQLSnowflakeSQLData modelingCapacity planningErlang CFTE forecastingBudget reconciliationDAGsData pipelinesVolumeAHTOccupancySLACross-functional collaborationBI tooling

Soft Skills

Data storytellingCross-functional influenceCommunicationAttention to detailProblem-solving

Industry & Role

Industry Healthcare & Medical

Job Function Lead capacity planning and staffing analytics to drive hiring, budgeting, and vendor management

Role Subtype Capacity Planning Lead

Tech Domains SQL / PostgreSQL, Snowflake, Data Modeling, DAGs, Data Pipelines, Power BI, Tableau

Keywords for Your Resume

capacity planningcx workforce managementwfmsnowflakesqladvanced sqldata modelingerlang cfte forecastingbudget reconciliationdag sdata pipelinesvolumeahtoccupancyslacross-functional influencedata storytellingoperational analyticscross-functional

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Capacity Planning Analyst

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