Operations Workforce & Capacity Planning Manager
Core
Own end-to-end workforce strategy and capacity planning across Operations, translating volume forecasts and business needs into staffing and headcount plans.
Role type
Senior Operations Workforce & Capacity Planning Manager
Builds
Scalable forecasting, scheduling, and workforce planning processes; workforce management platform
Domain
Contact center operations and workforce management
Required skills
Workforce management strategy, capacity planning, forecasting, scheduling, intraday management, SQL, Excel, Google Sheets, cross-functional partnership
Preferred skills
WFM system implementation, Verint WFM, Talkdesk, HubSpot, Python scripting, advanced analytics, project management, Lean Six Sigma
Responsibilities
Lead implementation and rollout of a new workforce management platform; develop capacity models and scenario analyses; partner with Operations leadership on workforce performance and proactive staffing adjustments; build and automate scalable forecasting and scheduling processes
Seniority
Senior, hands-on IC
