Responsibilities

The Workforce Capacity Planning Manager is responsible for developing and maintaining accurate short-term and long-term headcount forecasts, analyzing call volume and handle time to determine optimal staffing levels, creating and managing capacity models, forecasting and managing the needs of both FTE and BPO resources, collaborating with BPO partners, working with finance on headcount and BPO expenses, owning the Support Scheduling Software, and partnering with Leads, Managers, and Strategy Leads to develop and implement workflows and reports for successful staffing.