Capacity Planning Analyst

HomeServe is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last three years. What does HomeServe do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the 4.7 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 2,500 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

No matter your role at HomeServe, you’re part of a growing global team that’s collectively working to make home repairs and improvements easy. From our businesses in the U.S. and Canada, to those in the U.K., Belgium, France, Japan, Portugal and Spain, we have a shared vision to be the world's largest, most trusted provider of home repairs and improvements. Our ambition is to do every job, in every home.

Position Overview:

The Capacity Planning Analyst focuses on maintaining and improving call volume and staffing forecasts for all departments within the Call Center as well as our Repair Management Contractor Network. In this role, the analyst gathers data from a variety of systems, identifies trends, and partners with Marketing and Finance to build call volume forecasts and staffing plans. The Capacity Planning Analyst also assists the Workforce Site Planner with optimizing schedules for special events, marketing initiatives, and seasonal variations.

Responsibilities:

• Long Term and short-term forecasting of call volume and staffing needs for the call center and contractor network.
• Collaboration with marketing on mail plans and predicted call volumes
• Collaboration with finance on policy counts and repair ratios.
• Identification and planning for weather related events
• Process identification and improvement
• Utilize forecasting/scheduling software to align schedules with forecast.
• Provide clear and concise trending and statistical reporting of key metrics such as service level, occupancy, shrinkage, and AHT.
• Provide weekly/monthly plan to operations team to identify the opportunities and challenges of the coming week/month.

Job Requirements:

• Minimum 3 years of experience in a call center environment (previous Workforce or Business Analytics experience preferred).
• Expert proficiency in Microsoft Access and Microsoft Excel
• Background in data analysis and reporting preferred
• Previous forecasting experience preferred.
• Functional knowledge of IEX TotalView preferred.
• Advanced analytic skills and ability to translate data to business contexts
• Proven ability to develop quality ad hoc reports and analyses with minimal direction
• The ability to successfully manage multiple requests in a deadline-driven environment
• Excellent problem-solving and decision-making skills
• Excellent cross-group collaboration skills and the ability to influence stakeholders
• Working knowledge of IVR’s and call routing strategies
• Working knowledge of call center dynamics, verbiage and methodologies
• Proficiency with IEX scheduling software preferred
• Previous Workforce management desired
• Experience in Multi-site call center management desired

In return, we offer:

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Opportunity to buy HomeServe stock with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

HomeServe USA is an equal opportunity employer.