Capacity Planner Lead

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.

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The Lead – Capacity Planner will be responsible in managing capacity planning and forecasting for assigned clients.

Job Requirements:

  • 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.)
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