Capacity Planning Manager – Contact Center - Remote

Overview

The Capacity Planning Manager is responsible for forecasting call, email, and chat volumes, creating effective schedules, and ensuring optimal staffing levels in a contact center environment.

In Short

• Forecasts call, email, and chat volumes.
• Creates effective schedules based on budget requirements.
• Analyzes historical data and trends for staffing requirements.
• Adjusts schedules based on real-time demand.
• Collaborates with service providers to meet service level targets.
• Prepares reports on forecast accuracy and staffing adherence.
• Monitors agents' availability and working hours.
• Handles urgent availability issues.
• Close collaboration with Regional Leads and Head of Customer Care Ops.
• Ensures promotions and campaigns are reflected in forecasts.

Requirements

• Bachelor's degree in Business Administration or related field.
• Proven experience in workforce management.
• Familiarity with workforce management tools.
• Strong analytical skills.
• Excellent communication skills.
• Fluent in English.
• Ability to handle urgent issues.
• Experience in customer care or call center operations.
• Strong problem-solving skills.
• Attention to detail.

Benefits

• 20% discount in zooplus shop.
• Internal and external training.
• Team events.
• Two extra vacation days.
• Days off on 24th and 31st of December.
• Private medical care and life insurance.
• Multicafeteria system including Multisport card.