Capacity Manager
Core
Strategic and tactical regulator of workforce capacity, translating forecasts into staffing plans and real-time adjustments to ensure customer teams have the right skills and headcount.
Role type
Senior Workforce Management (WFM) Capacity Manager
Builds
Long-term capacity plans, real-time staffing adjustments, and workforce optimization strategies for customer contact centers.
Domain
Customer Contact Centers / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Workforce forecasting, capacity planning, WFM software expertise (Verint, Genesys, Teleopti), scenario analysis, stakeholder management, data modeling in Excel, recruitment coordination
Preferred skills
Experience in dynamic service environments, strategic advising to management, balancing operational costs with service levels
Technologies
Verint, Genesys, Teleopti, Excel, PowerPoint
Responsibilities
Manage long-term capacity plans for multiple accounts; coordinate the link between capacity planning, scheduling, and real-time management; advise management on staffing design and efficiency; run 'what-if' scenarios for policy changes and traffic spikes; forecast absenteeism and turnover; balance customer goals with operational costs and employee availability.
Seniority
Senior, hands-on IC
