IT Capacity Planner, Sr. jobs in California

IT Capacity Planner, Sr. evaluates the organization's data processing and storage needs and develops long-term plans to meet business requirements. Implements policies for network storage system troubleshooting, updating and general maintenance. Being an IT Capacity Planner, Sr. documents problems and solutions and serves as the point of contact for network capacity related issues. Allocates storage space, plans for future projects or acquisitions, reviews hardware and software configurations and makes suggestions for appropriate storage or backup models. Additionally, IT Capacity Planner, Sr. may require a bachelor's degree in area of specialty. Typically reports to a manager. To be an IT Capacity Planner, Sr. typically requires 4 to 7 years of related experience. Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. (Copyright 2024 Salary.com)

C
Capacity Planner
  • Clipboard Health
  • San Francisco, CA FULL_TIME
  • About the Role

    The Capacity Planner lives in the Customer Operations Workforce Management team and is responsible for forecasting volumes in assigned customer queues, creating schedules based on those forecasts, plotting agents into those schedules, onboarding and off boarding of agents from tools such as Zendesk and Five9, managing access to CBH tools and systems, overseeing time off tracking and attendance adherence, and performing analysis whenever service level agreements are not being met. You are detail-oriented, comfortable with math and data, and exhibit initiative and curiosity.

    Day-to-Day Responsibilities

    • Forecasting volumes and revising forecasts when reality does not meet expectations
    • Ensuring that all agents are scheduled properly and that the schedules are being adhered to, including the management of breaks and trainings
    • Closely monitoring support queues for any volume buildups and taking action to address any Service Level Agreement slippage
    • Providing clear root cause analysis of any dips to our response and resolution times
    • Onboarding new agents into CBH systems in a timely manner
    • Off-boarding former agents from CBH systems in a timely manner
    • Tracking seat / license usage in various tools to ensure we are staying within budget
    • Monitoring attendance and the PTO system to ensure that we are not falling below required headcount in any given hour
    • Overseeing holiday schedule management
    • Providing information to operational leaders on agent productivity and adherence

    Profile Must Haves

    • Math: you are exceptionally good at it and comfortable navigating messy data. This includes being very good at Excel
    • Attention to detail: you cross all the T's and dot all the I's, making sure nothing is overlooked
    • Experience: You have created schedules and forecasts before and have strong mental models for how a workforce should be managed

    Your First Days

    30 Days

    You become an expert in navigating CBH's systems and tools, can comfortably generate reports in Metabase, Google Sheets, and Zendesk, and provide analysis on a recent SLA slippage. By the end of 30 days, you have produced a plan for managing PTO and developed a forecast that withstands scrutiny, with an accompanying agent schedule.

    60 Days

    You are onboarding and off boarding agents regularly and without error, providing reports on attendance adherence and PTO, and helping place new agents into the schedule. When response times start to slip, you notice quickly and immediately provide root cause analysis and a recommendation for action. 

    System Requirements

    • Minimum 15Mbps internet connection
    • Minimum i5 processor or equivalent
    • Minimum 12GB Ram
    • Quiet working environment
    • Steady power and internet connection

    This is a fully remote position. 

  • 19 Days Ago

F
Network Capacity Planner
  • Facebook App
  • Menlo, CA FULL_TIME
  • Every day we strive to provide the best possible experience to our users that are now numbered in billions, and to make that possible, we have deployed an ultra-high capacity backbone network that spa...
  • 19 Days Ago

A
Global Capacity Planner
  • Apple
  • Santa Clara, CA FULL_TIME
  • SummaryPosted: Aug 17, 2023Role Number:200497216The role is dynamic and often has to wear multiple hats: focusing on big picture roadmap one moment and the minute details the next. Long term capacity ...
  • 4 Days Ago

M
Network Capacity Planner
  • Meta
  • Menlo, CA FULL_TIME
  • Every day we strive to provide the best possible experience to our users that are now numbered in billions, and to make that possible, we have deployed an ultra-high capacity backbone network that spa...
  • 12 Days Ago

A
Global Capacity Planner
  • Apple
  • Cupertino, CA FULL_TIME
  • SummaryPosted: Mar 1, 2024Weekly Hours: 40 Role Number:200540637The role is dynamic and often has to wear multiple hats: focusing on big picture roadmap one moment and the minute details the next. Lon...
  • 17 Days Ago

F
Sr. IT Project Engineer - Los Angeles
  • Frontline, LLC - Managed IT Services and IT Support
  • Los Angeles, CA FULL_TIME
  • Sr. IT Project Engineer OverviewFrontline, LLC - Managed IT Services & IT Support provides companies in Los Angeles with IT help desk Support, Network Engineering & Administration, Cyber Security and ...
  • 22 Days Ago

California is a state in the Pacific Region of the United States. With 39.6 million residents, California is the most populous U.S. state and the third-largest by area. The state capital is Sacramento. The Greater Los Angeles Area and the San Francisco Bay Area are the nation's second and fifth most populous urban regions, with 18.7 million and 9.7 million residents respectively. Los Angeles is California's most populous city, and the country's second most populous, after New York City. California also has the nation's most populous county, Los Angeles County, and its largest county by area, S...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for IT Capacity Planner, Sr. jobs
$122,930 to $156,595

IT Capacity Planner, Sr. in Lowell, MA
Capacity Planner ensures that application capacity objectives are met with optimized cost by gather business demand requirements while forecasting required infrastructure resources to meet demand.
January 02, 2020
IT Capacity Planner, Sr. in Vallejo, CA
Capacity Planner relates business plans to technical data to develop utilization and capacity forecasts.
January 31, 2020