[Hiring] Capacity Planning Consultant @The Hartford

Role Description

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, investment 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 the annual operating plan/budget and regular outlooks.

• Development and maintenance of Operations Service/Call Center staff models
• Identify and detail hiring, schedule, development time, and skilling recommendations
• Variance and scenario analysis

Responsibilities

• Act as liaison between Operations, Training, HR, Finance, and Expense business partners regarding staffing and capacity planning. Develop and maintain strong working relationships with partners.
• 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.
• Conduct planning meetings to discuss and/or communicate capacity needs, risks, opportunities, and results to various functions.
• 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.
• Influence and negotiate with business partners and colleagues. Clearly articulate points of view and provide compelling rationale to influence decisions.
• 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 “what-if” scenarios, cost-benefit requests, and other projects that have staffing implications. Able to quantify implications of initiatives on staffing needs.
• Understand the interrelationship between model variables and the impact on service level commitments.
• Develop benchmarking metrics to understand efficiency/productivity of actual planned staffing levels. Assess risk and opportunities.
• Develop and maintain expertise in business processes. Be able to translate into a working staff model that allows the isolation of impacts of change in variables.
• Participate in model optimization techniques that drive efficiency and optimize resource utilization.
• 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

• Experience in building capacity plans for both call center and back office operations
• Long-term workforce modeling, building, and maintenance
• Long-term forecasting experience looking out at least 2 years
• Service Operations/Contact Center and/or business forecasting experience
• Experience in constructing quantitative analysis
• Bachelor’s Degree preferred
• Strong quantitative and mathematical skills
• Possesses strong to advanced MS Excel skills
• Familiarity with IEX and workforce planning tools
• Adept in data mining, data analysis, and data presentation
• Able to identify relevant data and data sources to provide meaningful analysis
• Strong analytical, critical-thinking, and problem-solving skills
• 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 provide compelling rationale to influence decisions
• Able to articulate end-to-end business processes
• 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 Hartford’s 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