Intuit's Modern Ops Expert Planning team is looking for a Capacity Planning Analyst to manage capacity planning and contribute to major innovations in operations, addressing impacts to Capacity Plans for new initiatives such as product and project roll-outs on a global basis.
Requirements
- 5+ years of direct experience in Capacity Planning or Labor Modeling
- Experience utilizing Excel and SQL
Responsibilities
- Create optimized headcount and hiring plans for Intuit’s GBSG business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness.
- Mitigate capacity risks by managing dependencies across multiple business units and supply models.
- Partner with internal technology teams on new initiatives, including launch of new internal planning tools.
- Participate in new projects and initiatives such as new product, skill, and contact channel roll-outs on a global basis.
- Coordinate with Service Delivery, Partner Management, Talent Acquisition and Finance teams to analyze historical data and forecast demand.
- Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators.
- Support Service Delivery & Operational teams to optimize staffing requirements.
Other
- passionate about the customer experience
- thinks/acts cross functionally
- demonstrated ability to think broadly and strategically
- Excellent Storytelling skills to clearly articulate the From and To and business impacts
- Ability to work successfully in a dynamic, ambiguous environment
- Ability to meet tight deadlines and prioritize workloads
- Exceptional influencing and leadership skills
