Capacity Planning Consultant

The Hartford

. Develop and maintain comprehensive staffing models supporting Operations Service/Call Centers .

Posted 9/23/2026full-timeRemote • Connecticut • United StatesJuniorMid-Level💰 $74,400 - $111,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and maintaining staffing models, conducting variance analysis, and collaborating with cross-functional teams to optimize resource utilization. Proficient in long-term workforce modeling and forecasting, with strong analytical and communication skills to influence business partners effectively.

Highest-signal resume keywords

Long Term Workforce ModelingCapacity PlanningQuantitative AnalysisMS Excel ProficiencyData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Staffing Model DevelopmentForecastingVariance AnalysisData MiningData PresentationQuantitative AnalysisWorkforce PlanningCapacity Requirements AnalysisBenchmarking MetricsScenario Analysis

Soft Skills

Analytical SkillsCritical ThinkingProblem-SolvingEffective CommunicationInfluencing Skills

Tools & Technologies

IEXWorkforce Planning Tools

Industry Keywords

Service OperationsContact CenterBusiness ForecastingWorkload PlanningResource Utilization

About the role

Key responsibilities & impact

Develop and maintain comprehensive staffing models supporting Operations Service/Call Centers
Determine resource requirements for long-term workload planning
Identify and detail hiring, schedule, development time, and skilling recommendations
Conduct variance and scenario analysis
Act as liaison between Operations, Training, HR, Finance, and Expense business partners regarding staffing and capacity planning
Establish staff plans and capacity requirements based on data and analytics
Maintain knowledge of staffing model inputs and methodology
Collaborate with Operations partners to develop work process time standards
Conduct planning meetings to communicate capacity needs, risks, opportunities, and results
Analyze variances, identify business drivers, research and forecast demand drivers, and report findings
Review forecasts for accuracy and make proactive changes to minimize variances
Influence and negotiate with business partners and colleagues
Identify trends, quantify impacts, and communicate business results related to staffing implications
Respond to what-if scenarios, cost-benefit requests, and staffing-related projects
Assess the interrelationship between model variables and service-level commitments
Develop benchmarking metrics to assess efficiency and productivity of staffing levels
Translate business processes into working staff models
Participate in model optimization to improve efficiency and resource utilization
Submit staffing projections for current and outer years for financial outlook and operating plan processes
Communicate change drivers and obtain leadership approval

Requirements

What you’ll need

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
Strong quantitative and mathematical skills
Bachelor’s Degree preferred
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
Ability to influence and negotiate with business partners and colleagues
Ability to articulate end-to-end business processes
Demonstrated ability to solve complex problems and understand/analyze data

Benefits

Comp & perks

Short-term or annual bonuses
Long-term incentives
On-the-spot recognition
Total compensation package