Lead - Capacity Planner

Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Job Description:

• 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

Qualifications:

• 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.