Workforce Resource Planning Manager

The Capacity Planning Manager ensures that service level targets are met across all accounts through proper forecasting of Call Center Operations personnel of the company.

• Forecasts FTE requirements per week / month.
• Analyzes call volume projections, service metrics targets versus current performance trends on AHT, absenteeism, attrition, occupancy, and service level performance.
• Ensures that there are enough FTEs to address projected locked call volumes by being able to hire, train and deploy agents on time.
• Projects seating requirements per program based on current manpower and upcoming / existing business needs.
• Utilizes a designed capacity template and validates seating projections using current maximum manpower deployment based on schedules.
• Ensures that Operations personnel have available seats during their shifts.
• Coordinates with all internal departments / functions on Workforce findings that need immediate addressing (i.e. hiring needs per account, start and live dates of trainees, system downtimes and troubleshooting, number of seats for expansion).
• Responds to RFPs and requests for headcount validation needed by the Marketing team.

Years of relevant experience

+3 years experience in a Forecasting role in an Asst. Managerial / Managerial capacity

Technical/Niche skillset required

• Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu). Strong Forecasting background