Capacity Planning Manager

Responsibility:

• Mitigate capacity risks by managing dependencies across multiple operating units and sites. Clearly communicate dependencies and manage/track exceptions
• Partner with customer service technology teams on new initiatives, including launch of industry-leading decision support tools
• Participate in new customer service projects and initiatives such as new business, skill, and contact channel roll-outs on a global basis. The successful candidate will design optimal CS capacity solutions for upcoming initiatives
• Coordinate with Operations, Global Outsourcing, Workflow and GCC teams to analyze historical data and forecast demand
• Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
• Support local site management teams to optimize staffing requirements
• Lead global process standardization initiatives
• Fully leverage existing and new technology and decision support tools, including global standardization of reporting for stakeholders