Manager Global Workforce Capacity Planning

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Summary

The Contact Center Capacity Manager plays a pivotal role in ensuring our call center operates at optimal efficiency, meeting customer service demands while maximizing resource utilization. You will be responsible for forecasting call volume, building and maintaining capacity staff models, developing strategies to optimize call center operations and managing a team of capacity analysts. This role is crucial for delivering exceptional customer service while controlling costs across our global contact center network.

Key Accountabilities

• . Demand Forecasting & Analytics:
  • Analyze historical call data, industry trends, and marketing campaigns to accurately forecast call volume across various channels (phone, email, chat).
  • Utilize workforce management tools to optimize scheduling, including real-time adjustments based on call volume fluctuations.
  • Use different forecasting methodologies to improve accuracy. I.e. regression, ARIMA, AI/Machine Learning, etc.
• Capacity Planning & Resource Management:
  • Analyze call center performance metrics (average handle time, call abandonment rate, etc.) to identify areas for improvement.
  • Develop and implement strategies to improve call center efficiency, such as skills-based routing, self-service options, and call deflection techniques.
  • Collaborate with other departments (HR, Training) to ensure adequate staffing levels and skillsets are available to meet demand.
  • Build and maintain capacity models for all LOBs across the globe
• Reporting & Analysis:
  • Generate comprehensive reports on call center performance metrics, staffing levels, and customer satisfaction.
  • Analyze reports to identify trends and proactively address potential issues.
  • Present findings and recommendations to management to support strategic decision-making.
  • Track and measure key performance indicators (KPIs) such as average handle time, call abandonment rate, and service level adherence.
• Process Improvement:
  • Continuously evaluate call center processes and identify opportunities for streamlining workflows to improve efficiency and customer experience.
  • Identify areas for improvement, implement changes to optimize call center performance and monitor their effectiveness
• Communication and Collaboration:
  • Effectively communicate with various stakeholders, including agents, supervisors, and other departments.
  • Sharing forecasts, explaining staffing decisions, and collaborating on process improvements.
  • Present effective plans to all stakeholders on staffing requirements and actionable plans to stay within budget while maintaining SLAs.
• Problem-Solving and Adaptability:
  • Operate comfortable in a call center environment that is dynamic, and unexpected situations can arise. 
  • Be a critical thinker who can identify problems, develop solutions, and adapt plans as needed.
• Leadership:
  • Work closely with direct reports to develop their skill sets.
  • Provided consistent coaching to help elevate employee’s performance.
  • Build a best-in-class capacity planning team where employees provide great service and enjoy what they do, ultimately providing proactive and effective plans that ensure all contact centers across the globe are properly staffed.

Key Skills & Experiences

• Minimum 3-5 years of