Capacity Planning Manager

Role & ResponsibilitiesResponsible for managing staffing models and scheduling processes.Responsible for recommending scheduling movements for optimal staffing.Responsible for maintaining the staff plans with capacity and working assumptions approved by operations.Responsible for recommending new hire classes based on the need.Create agent schedules, IDPs and make necessary adjustments as necessary depending on the need.Manage the scheduling process of the program.
Maintain schedules with optimized & pre-plotted breaks and offline activities.Manage employee information changes inside the Workforce Management System.Communicate effectively with internal and external customers.Responsible for balancing staffing requirements with operational efficiencies and financial goals.Plot mid-term to long term staffing plan including recommendation of new hire classes based on future need.Review Volume, AHT, Shrinkage and Occupancy assumptions vs. Actuals to be incorporated in the staff plan and discuss with internal and external clients.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionOther and Strategy/PlanningIndustriesTelecommunications and Hospitals and Health Care
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