Lead - Capacity Planner

About this role

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Skills you'll use

What you'll do

• Responsible for managing capacity planning and forecasting for assigned clients.
• Responsible for the team’s defined objectives as provided by internal leadership
• Act as the WFM point of contact for assigned Project/Center as it applies to Planning & Delivery related functions
• Co-ordinate and collaborate with WFM managers and Stakeholders to ensure quality delivery within the workforce management and scheduling environment
• Participate in functions/meetings as required
• Identifying areas of opportunity and implementing innovative forecasting planning solutions to maximize efficiency
• Implement and perform audits to ensure accuracy in all processes and deliverables
• Performs other related duties and assignments as required and as assigned by WFM manager or other WFM leadership

Who can apply

• Minimum 5 years call center experience and 2 years WFM/scheduling experience
• Ability to understand, analyze and report on call center metrics
• Must demonstrate strong analytical, numerical, and problem solving skills
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems
• Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization
• Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment
• Must be able to provide leadership and direction to scheduling analysts to drive efficiency and optimize service delivery
• Proficient in MS Excel and WFM Software utilized by projects being managed (Verint, IEX, Aspect, etc.)
• If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

About Everise

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