Deskripsi Pekerjaan
Join Sun Life Global Solutions as a Capacity Planning Specialist and become a strategic driver of operational excellence. In this critical role, you'll transform projected work volumes and staffing data into forward-looking strategies that optimize resource allocation and ensure seamless service delivery. You'll analyze complex datasets to forecast demand fluctuations, identify growth opportunities, and align capacity with business objectives. Collaborate with cross-functional teams to develop actionable plans that maintain service quality while controlling costs. Your insights will directly impact customer satisfaction metrics and operational efficiency, making you an indispensable partner in our mission to deliver world-class financial services.
This position requires a blend of analytical rigor and strategic thinking. You'll leverage advanced forecasting techniques to anticipate seasonal trends, campaign impacts, and market shifts, ensuring our operations remain agile and responsive. By interpreting performance data and KPIs, you'll recommend data-driven adjustments that balance workload distribution with employee engagement. If you thrive in dynamic environments where your analytical skills directly influence business outcomes, this role offers the perfect platform to grow your expertise in capacity management and contribute to Sun Life's global success.
Tanggung Jawab
- Analyze historical and projected work volumes to develop accurate capacity forecasts
- Create and maintain staffing models aligned with service level agreements and business goals
- Collaborate with workforce management to optimize resource allocation across channels
- Identify capacity gaps and recommend proactive solutions for operational efficiency
- Prepare comprehensive reports and dashboards for stakeholders on capacity trends
- Monitor key performance indicators (KPIs) to validate planning effectiveness
- Coordinate with finance and operations to align capacity strategies with budget constraints
- Stay updated on industry best practices and emerging capacity planning technologies
Kualifikasi
- Bachelor's degree in Business Analytics, Economics, Statistics, or related field
- Minimum 3 years experience in capacity planning or workforce management
- Advanced proficiency in Excel, SQL, and forecasting tools (e.g., Tableau, Power BI)
- Strong understanding of call center metrics and service level agreements
- Experience with statistical modeling and predictive analytics techniques
- Excellent problem-solving skills with data-driven decision-making abilities
- Strong communication skills to present complex data to non-technical stakeholders
- Ability to work independently in a fast-paced, deadline-driven environment