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Mid-level operations planner at a well-known multinational in a metro location draws many qualified applicants.
Specialized workforce management, WFM tools and IVR/ACD knowledge reduce cross-industry transferability.
Explicit 3+ years requirement plus mandatory WFM, Qlik and IVR/ACD experience tightens shortlisting filters.
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Develop and manage short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership.
Translate operational strategy into capacity plans for inshore and offshore operations, including headcount and productivity management.
Coordinate capacity planning to meet service level agreements, monitor productivity targets, and communicate plans and recommendations to senior leadership.
Minimum 3 years of operational planning experience.
Proven experience in capacity planning, workforce management, or related area.
Strong analytical skills with proficiency in data analytics tools such as advanced Excel, QlikView, or Qliksense.
Experience with workforce management software and understanding of IVR, ACD, or other call delivery technology platforms.
Strategically oriented with focus on execution, delivery, and results-driven under pressure.
Able to manage complexity and ambiguity, with strong planning and organizational skills.
Skilled in communication across multiple management levels and collaborating across departments.