Senior Capacity Planner

Job Summary

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