Description
The Capacity Planner role operates as a specialist role within CEG's WFM team, providing support through forecasting and operational capacity performance analysis to the CEG front-line operations.
The goal of this role is to forecast contact center contact demand, execute and recommend appropriate resource and demand interventions, and provide support to Associate Capacity Planners and Capacity Planners.
Responsibilities:
- Medium and short-term forecasting
- Create medium-term forecasts (4-12 weeks) based on the latest HC model FC, considering latest demand and AHT trends
- Calculate daily and hourly HC requirements (per channel) to be used by Schedule Planners in roster planning
- Create short-term forecasts (0-4 weeks) to identify possible shortfalls on staffing based on actual scheduled HC
- Shrinkage planning
- Manage planned shrinkage (external and internal) based on the team's capacity
- Communicating any increase or decrease in planned shrinkages to stakeholders
- Levers planning
- Planning overflow of supply (FL support, Chameleon) based on over or under supply of HC vs requirement
- Planning of demand suppression in the form of demand levers
Stakeholder Engagement:
- Collaborate with key stakeholders outside bi-weekly meetings regarding medium and short-term forecasting, shrinkage planning, and possible agent behavior issues based on data
- Present in bi-weekly meetings discussing review and learnings in the past 2 weeks and preview of what to expect in the next 8 weeks, including recommendations on how to eliminate/minimize possible pain points in delivering business requirements
- Participate with added value in meetings and engagements with key stakeholders
Requirements:
- High-level written & verbal language/communication skills
- Intermediate or above computer literacy (MS Excel particularly)
- High-level problem-solving / analytical reasoning skills
- Working knowledge of the basics of WFM functions and terminologies
- Experience in contact center workforce planning OR other relatable supply and demand forecasting OR contact center manager experience with operational understanding of WFM capacity planning benefits