Capacity Planning Manager II

Job Overview

Come join Expert Networks’ Modern Operation team as a Senior Manager for the Supply Planning team, where you will lead a team of Capacity Planners to create, drive and inspect flexibility supply plans to meet our volatile demand. Working closely with Talent Acquisition, Learning and Development, Service Delivery and Products teams to ensure you are building world class supply plans that can scale and flex to support our ever changing customer needs.

The ideal candidate will possess both an tech focused attribute to solve our most complex challenges whilst also utilizing their SME knowledge to build short term solutions to enable the team to operate with scale and velocity. Having a strong leader that has a background in understanding the end to end creation and delivery of the supply plans will be key. The successful candidate will have experience in leadership and problem solving, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to drive staffing flexibility for the Customer Success organization.

Responsibilities

• Lead and develop a world class team of capacity planners, coaching technical and strategic skill sets
• Design, plan and implement planning processes and mechanisms in order to deliver service requirements
• Drive headcount planning and hiring strategy for Customer Success by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness
• Creating compelling stories from data analysis to support decision making
• Conducting scenario planning to ensure effective workforce management and optimization
• Analyzing metrics to identify trends, providing insights to leadership and suggesting corrective actions where necessary
• Collaborating with stakeholders to define short and long term capacity planning strategies
• Identifying and assessing opportunities for call center improvement and presenting as stories to the leadership
• Continued inspections of key planning inputs and optimization of plans
• Deep diving the gaps within planning tools/products and partnering with VEP Product teams to address them
• Define metrics, develop program management mechanisms, and invent/simplify processes to drive decision-making in complex network capacity situations

Qualifications

• 3+ years' experience in a similar role within the call center or BPO industry
• Exceptional understanding of supply plans within the call center environment
• Proven leader in data and information space with 7+ years of experience working in Product Analytics, Marketing Analytics, Operations Analytics or other data-driven strategic insights analytic role
• Strong people management skills leading teams for at least 5 years and growing supply planning, financial analysts or analytics talent
• Proficient in SQL, Excel, and data visualization software such as Qlik, Tableau, etc.
• Experienced in experimentation design and execution
• Ability to manage multiple projects simultaneously to meet objectives and key deadlines, balancing short & long term strategic implications to meet and/or exceed business objectives as well as manage a team of at least 3 direct reports
• Outstanding communication skills across a diverse audience of business stakeholders in both technical and non-technical forums