Job Description
The Capacity Planner will optimize staffing levels and enhance operational efficiency within the Workforce Management team by forecasting workload demand, analyzing trends, and developing strategic workforce plans to meet business needs in a global contact center environment.
Key Responsibilities
- Develop short-term and long-term capacity plans by analyzing historical data, trends, and business forecasts.
- Collaborate with key stakeholders to align workforce plans with business goals.
- Identify risks related to capacity planning and drive solutions to mitigate these risks.
- Provide actionable insights through data visualization and reporting to support decision-making.
- Continuously refine capacity plans based on new data, business changes, and emerging trends.
- Track and report key workforce metrics such as shrinkage, adherence, occupancy, and service level.
- Serve as the key liaison between Workforce Management and Delivery Operation teams.
- Drive cross-functional strategic operational projects to enhance workforce efficiency and customer satisfaction.
- Build and deliver high-impact monthly business reviews to senior leadership.
Requirements
- 8-12 years of experience in Workforce Management within a non-BPO contact center.
- 7 years of experience in Capacity Planning with a strong understanding of forecasting, resource allocation, and operational efficiency to effectively manage capacity needs.
- Strong analytical and problem-solving skills with the ability to interpret complex data sets.
- Excellent communication and collaboration skills to work cross-functionally across different teams.
- Strong business, operational, and procedural knowledge of a multi-channel global contact center.
- Proficiency in workforce management software e.g. NICE IEX, Aspect, Verint, Genesys, Calabrio, Assembled.
- Advanced level experience in Microsoft Excel and Google Sheets.
Benefits & Perks
competitive total compensation package
employee-led remote and flexible working
health benefits
Samsara for Good charity fund
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