Workforce Management Capacity Planner Senior

Our Commitment to You

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it. 

All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacquisition@consumercellular.com.  

Job Summary
As Sr. Capacity Planner, you will turn business demand into actionable workforce plans. You will own long-term forecasting, capacity modeling, staffing strategy, and scenario planning to ensure workforce supply aligns with operational demand across Consumer Cellular's contact center environment. The organization operates in a multisite environment with an 85% remote workforce and 10% BPO support. This is a hybrid position supporting business needs across U.S. time zones. 
You will partner with Operations, Finance, Marketing, Training, Reporting, Technology, Talent Acquisition, and other cross-functional teams to identify workforce needs, anticipate capacity risks, and deliver data-driven recommendations that support staffing decisions and financial planning. Your recommendations will influence hiring, training, staffing, and capacity strategies and improve service performance and customer experience outcomes. 
This is an individual contributor role that serves as the organizational subject matter expert in capacity planning methodology, with an opportunity to grow into a people leadership function over time. 

You will need to reside within 50 miles of our Corporate Headquarters in Scottsdale, AZ as this role has the option of hybrid or onsite. 
 

Duties and Responsiblities
 

Forecasting & Capacity Planning

• Develop and maintain long-term workforce forecasts using historical volume, productivity, shrinkage, staffing data, and relevant business drivers.
• Translate forecasted demand into staffing and capacity requirements incorporating attrition, hiring timelines, training throughput, ramp curves, productivity, and skill mix.
• Define the inputs used to build capacity models and document the risk and confidence level associated with each variable.
• Analyze capacity versus demand to identify staffing gaps, surpluses, and operational risks.
• Build scenario and what-if models to evaluate changes in volume, productivity, service models, workflows, technology, and other business assumptions.
• Analyze forecast accuracy and variance drivers and continuously improve forecasting models, assumptions, and capacity planning methodologies.
   

Staffing Strategy & Recommendations

• Provide data-driven recommendations for hiring, training, cross-training, overtime, and workload balancing strategies.
• Build and maintain hiring plans aligned to current attrition trends, planned initiatives, and budgeted FTE targets.
• Accurately allocate staffing capacity across skills and channels in a multi-skill, multi-channel environment.
• Deliver realistic, actionable plans that help the business achieve service level, cost, and staffing goals.

Cross-Functional Collaboration

• Partner with cross-functional teams to support workforce and financial planning cycles.
• Collaborate with Finance during budget cycles to validate headcount assumptions and model cost impact of staffing scenarios.
• Work closely with WFM Forecasting and Scheduling to ensure capacity plans reflect current demand signals and scheduling constraints.

Reporting & Continuous Improvement

• Develop and maintain capacity planning dashboards and reports that give leadership clear visibility into headcount health, hiring pipeline status, and budget vs. actuals.
• Use Aspect WFM, Excel, Power BI, NICE, and Claude to improve planning accuracy, efficiency, and decision-making.
• Identify process improvement opportunities and implement solutions that increase planning accuracy and team efficiency.
• Drive standardization of planning methodologies and tools across all locations and departments.
• Other duties as assigned.

The above statements are intended to describe the general nature and level of work performed and not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel assigned to this job. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 
 

Job Qualifications

• Minimum Bachelor’s Degree in Business, Mathematics, Statistics, or related field — or equivalent combination of education and experience.
• Minimum 5+ years workforce management, capacity planning, forecasting, operational planning, analytics, or related contact center operations experience. 
• Minimum 3+ years independently managing forecasting and capacity planning workstreams in a multi-skill, multi-channel, or multi-site environment. 
• Minimum 3+ years scheduling/planning in a WFM platform (Aspect WFM preferred; NICE experience beneficial).

Knowledge, Skills and Abilities

• Experience with workforce modeling and scenario analysis in complex, multi-site, omnichannel, BPO, or similar environments.
• Strong working knowledge of Aspect WFM forecasting and planning capabilities; NICE experience beneficial.
• Advanced Microsoft Excel skills; Power BI experience preferred.
• Familiarity with AI tools (e.g., Claude, Copilot) to enhance planning efficiency and reporting.
• Experience partnering with Finance on workforce or financial forecasting.
• Strong analytical, critical-thinking, problem-solving, and decision-making skills with a well-developed sense of urgency and follow-through.
• Proven ability to translate complex workforce data into clear, actionable recommendations for operational and executive audiences.
• Exceptional organizational and communication skills; able to work effectively across a diverse range of internal stakeholders, vendors, and leadership.
• Ability to balance multiple competing priorities in a dynamic, fast-paced environment.
   

Technology & Innovation

Continuous Improvement: Proactively identifies and integrates emerging technologies to optimize performance and operational efficiency. 

Compliance & Ethics: Ensures all AI-assisted work aligns with organizational data privacy standards, security protocols, and ethical usage policies. 
 

Physical Demands & Work Environment

Work Environment: Hybrid with expectations to work on site for a predefined period each week . 

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 

About Consumer Cellular
Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com, by telephone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook, Instagram, and Youtube. for tutorials, features, applications, and company news.  

Pay & Benefits Data
 

• Minimum Salary: $68,250
• Maximum Salary: $88,725

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.   

• Competitive base pay with potential for shift differential, overtime and bonus pay
• Medical insurance (98% company-paid for full-time employee only coverage)
• Dental and Vision insurance (100% company-paid for full-time employee only coverage)
• 401(k) company match of 100% up to 6% of your pay
• Discounted Consumer Cellular wireless phone plan for employees
• Paid Time Off (PTO) available following a 30-day waiting period*
• 6 company-paid holidays plus 16 hours of floating holiday accrual per year
• Flexible Spending Accounts (FSA) for health care and dependent care expenses
• Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
• Long-Term Disability insurance (100% company-paid)
• Employee Assistance Program (100% company-paid)
• Education reimbursement
• Employee rewards program

*Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions. 

Pre-employment background check and drug screen is required.