About the role
Role & Responsibilities: Forecasting & Capacity Planning • Volume Prediction: Analyze historical data, seasonal trends, and marketing campaigns to forecast call, chat, and email volumes by interval. • Staffing Requirements: Calculate Full-Time Employee (FTE) requirements and build long-term and short-term capacity plans. • Shrinkage Management: Account for non-production time, including breaks, lunches, training, meetings, and planned/unplanned leaves