Analysis
Capacity Planning for a SaaS Scale-Up's Customer Support
Overview
What this challenge is about.
Your task is to forecast ticket volumes based on enterprise growth projections, analyze current support capacity and performance, and propose a staffing plan that meets SLAs. Success means a plan that specifies number of staff, shift schedules, skill mix (tier 1 vs. tier 2), and automation recommendations, with a cost analysis. You must also consider queuing effects and variability. Deliver a written report with a staffing model and a financial summary.
The Brief
What you'll do, and what you'll demonstrate.
Develop a capacity plan for customer support that meets future demand while staying within budget and SLA targets.
Earning criteria — what you'll demonstrate
- Apply queuing theory to model customer service systems
- Forecast demand using growth projections and historical data
- Design a staffing plan balancing capacity, cost, and service levels
- Evaluate trade-offs between human resources and automation
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.