Analysis
Capacity Planning for a 40-Person SaaS Scale-Up
Overview
What this challenge is about.
Your task is to forecast ticket volumes using historical data (provided), determine the required number of support agents, and propose a staffing plan including shift schedules and escalation paths. Success means a plan that maintains average response time under 4 hours while minimizing cost. Constraints: budget allows hiring up to 5 additional agents; must consider training ramp-up time. Deliverables include a capacity plan, a staffing schedule, and a cost analysis.
The Brief
What you'll do, and what you'll demonstrate.
The support team lacks capacity to handle growing ticket volumes from enterprise clients, risking service level agreements.
Earning criteria — what you'll demonstrate
- Apply forecasting methods to predict service demand
- Use capacity planning models to determine resource requirements
- Evaluate trade-offs between cost and service level
- Design staffing schedules that meet demand variability
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
Careers
Roles this prepares you for.
Real titles. Real skill bridges. Pick the one closest to your trajectory.
Career mappings coming soon.