Capacity Planning Specialist
4 dni temu
The successful candidate will be responsible for:
- Creating and managing long-term forecasting, capacity plans, and hiring plans for multiple sites and countries
- Generating reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics
- Conducting ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions
- Providing recommendations and driving changes to improve customer experience, agent well-being, and cost-efficiency
- Leading planning governance for your region, facilitating sessions with product, operations, finance, and recruitment teams
- Regularly reviewing and enhancing the Mean Absolute Percentage Error (MAPE) of forecasts
We are seeking an experienced Capacity Planning Specialist who has a proven track record of success in forecasting, capacity planning, and scenario modeling within a Workforce Management context. Strong analytical skills, advanced skills in Excel or similar tools, and familiarity with BI tools like Looker are essential. Excellent communication and relationship management skills are also required to ensure alignment and clear communication across internal and cross-functional teams.
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