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Tier-1 brand, mid-level generalist operations role with broad skills required drives high competition.
Role requires workforce planning and contact-center tech knowledge, moderately limiting cross-industry transferability.
Mandatory 3+ years, workforce planning experience and specific WFM/analytics and call-center tech increase strictness.
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Develop and manage short, medium, and long-term forecast volumes for all functions using historical data and financial projections.
Translate operational strategies into capacity plans for inshore and offshore teams, managing headcount, productivity, and service level agreements.
Serve as single point of contact to coordinate capacity planning, communicate with senior leaders, and translate capacity changes into cost implications.
Minimum 3+ years operational planning or workforce management experience.
Proven experience in capacity planning or workforce management.
Strong analytical skills with ability to interpret historical data and financial projections; experience with advanced Excel, QlikView or QlikSense preferred.
Experience with workforce management software and understanding of IVR, ACD, and call delivery technology platforms.
Strategically oriented with focus on execution and delivery in a complex, multi-departmental environment.
Data-driven with strong communication skills to convey complex recommendations to senior operational leaders.
Experienced in coordinating across multiple functions (Finance, HR, Training) and managing workforce capacity within call center operations.