Capacity Planning Consultant

Cons Workforce Planning - OW08BE Weu2019re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals u2013 and to help others accomplish theirs, too. Join our team as we help shape the future. Capacity Planning Consultant _This role can be done in office or remotely_ The capacity Planning Consultant is accountable for the development and maintenance of comprehensive staffing models supporting Operations Service/Call Centers. The models determine resource (staff) requirements for workload demands for long term planning. The models contemplate business processes, staff productivity, timeliness, growth, invest initiatives, transfer of work, as well as turnover and hiring. The position works very closely with other members of the Operations and Finance teams and is critical in the development of annual operating plan/budget and regular outlooks. u2022 Development and maintenance of Operations Service/Call Center staff models u2022 Identify and detail hiring, schedule, development time and skilling recommendations u2022 Variance and scenario analysis RESPONSIBILITIES u2022 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. u2022 Establish staff plans and/or capacity requirements based on data and analytics. Maintain comprehensive knowledge of staffing model inputs and methodology. Work closely with Operations business partners in the development of work process time standards. u2022 Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions. u2022 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. u2022 Influence and negotiate with business partners and colleagues. Clearly articulate points of view and provide compelling rationale to influence decisions. u2022 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 u201cwhat-ifu201d scenarios, cost benefit requests, and other projects that have staffing implications. Able to quantify implications of initiatives on staffing needs. u2022 Understand the interrelationship between model variables and the impact to service level commitments. u2022 Develop benchmarking metrics in order to understand efficiency/productivity of actual planned staffing levels. Assess risk and opportunities. u2022 Develop and maintain expertise in business process. Be able to translate into working staff model that allows the isolation of impacts of change in variables. u2022 Participate in model optimization techniques that drive efficiency and optimize resource utilization. u2022 Play a key role in the financial outlook and operating plan process by submitting staffing projections for current and outer years. Communicate detailed explanations of change drivers and gain approval from leadership on an ongoing basis. QUALIFICATIONS u2022 Experience in constructing quantitative analysis u2022 Experience in building capacity plans for both call center and back office operations u2022 Long term workforce modeling, building and maintenance u2022 Long term Forecasting experience looking out at least 2 years u2022 Service Operations/Contact Center and/or business forecasting experience u2022 Bacheloru2019s Degree preferred u2022 Strong quantitative and mathematical skills u2022 Possesses strong to advanced MS EXCEL skills. u2022 Familiarity with IEX and workforce planning tools u2022 Adept in data mining, data analysis, and data presentation. u2022 Able to identify relevant data and data sources to provide meaningful analysis. u2022 Strong analytical, critical-thinking, and problem-solving skills. u2022 Effective written and verbal communication skills a must. Able to influence and negotiate with business partners and colleagues openly. Can clearly articulate points of view and provides compelling rationale to influence decisions. Able to articulate end-to-end business processes u2022 Possesses strong to advanced EXCEL skills u2022 Demonstrated ability to solve complex problems, as well as understand/analyze data Compensation The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartfordu2019s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $74,400 - $111,600 Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

Created: 2026-03-13