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...