Senior Capacity Planner

A company is looking for a Sr Capacity Planner (Remote). Key Responsibilities Develop and deploy workforce management strategies nationwide while ensuring adequate staffing to meet service level guarantees Analyze data and create models for forecasting call volume and staffing requirements, identifying gaps in coverage and proposing solutions Prepare monthly communications with leadership regarding changes in call drivers and staffing models, and provide weekly reports on performance metrics Required Qualifications Bachelor's degree in Finance or Statistics At least 7 years of relevant experience with Workforce Management tools and call center operations 3-5 years of experience in call center forecasting Telecom experience with a full understanding of ACDs Finance background, including experience with converting dollars to FTEs for contact center budgeting

Apr 20, 2025 - 22:51

A company is looking for a Sr Capacity Planner (Remote). Key Responsibilities Develop and deploy workforce management strategies nationwide while ensuring adequate staffing to meet service level guarantees Analyze data and create models for forecasting call volume and staffing requirements, identifying gaps in coverage and proposing solutions Prepare monthly communications with leadership regarding changes in call drivers and staffing models, and provide weekly reports on performance metrics Required Qualifications Bachelor's degree in Finance or Statistics At least 7 years of relevant experience with Workforce Management tools and call center operations 3-5 years of experience in call center forecasting Telecom experience with a full understanding of ACDs Finance background, including experience with converting dollars to FTEs for contact center budgeting