01Overview
Job Title
Capacity Planner
Reports to
Workforce Manager
Reporting Staff
Senior Real Time Analyst & Senior Scheduling Analyst
Summary The purpose of this job is to manage the Workforce department which is responsible for forecasting, scheduling/staffing, and real-time monitoring for all accounts.
Essential Duties &
Responsibilities Ensure Call Center Operations (CCO) support is maintained within service level agreements for all Accounts. Create reports to meet requirement of Operations/ Management / other departments.
Determine long-term headcount & staffing requirements Participate in strategic business planning Leads and supervises the team in meeting the overall HR performance by controlling and complying to company established standards and local laws
Develop, maintain, and continuously improve shortterm, midterm, and longterm workload forecasts based on historical trends, seasonality, and business drivers Forecast contact volumes, Average Handle Time (AHT), shrinkage, and productivity across channels
Analyze forecast performance and accuracy, identifying variance drivers and improvement opportunities Incorporate business initiatives, promotions, product launches, and operational changes into demand forecasts
Education &
Experience Graduate in any field Must have workforce management experience At least 1 year experience in Capacity Planning Knowledge of Workforce Management Software, CMS, IEX
Thorough knowledge of MSOffice Must be a regular employee Must have at least 6 months tenure in current position No pending or existing DA case Competencies
Analytical skills People management Time management Ability to multi-task, adapt to change, and achieve results with accuracy and precision Leadership skill
Good at communication & comprehension Programming skills/ Web development skills are desirable. .
