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Capacity Planning Manager- Workforce Management


  • LogistiCare
  • 06/26/19
  • Tempe, AZ
  • 85282
  • Full-time
We are currently seeking a Capacity Planning Manager, Workforce Management (WFM). The Capacity Planning Manager is passionate, thinks strategically, and has the ability to contribute major new innovations in LogistiCare.

As the Capacity Planning Manager you will be responsible for analyzing operational performance in LogistiCare's Contact Centers utilizing WFM systems, building optimum, statistically valid, forecasts to drive ideal staffing levels across all operational sites, ensuring resource needs are met across the enterprise, as well as managing physical space capacity across all sites. In this role you will contribute to consistently achieving service level goals by efficient headcount management.

ESSENTIAL FUNCTIONS
*Act as the Operational lead to our Recruiting Process Outsourcer (RPO) and own the analytics behind the Contact Center agent hiring needs of all markets.
*Manage physical space capacity across all LogistiCare Contact Centers, ensuring space, headcount and production requirements are consistently met to ensure client contractual service levels are exceeded.
*Build, manage and optimize a long term capacity plan solution (both process and tool), ensuring tight alignment with all functional input teams as well as all external partners.
*Own mid and long term FTE requirements by site/client/function within the Contact Centers.
*Develop site and enterprise-wide capacity plans to include all demand and supply changes individualized by market.
*Maintain data integrity to assure input/output accuracy in all markets.
*Provide business analytics and data gathering to support detailed modeling of Capacity Plans
*Partner with Contact Center leaders to understand changing business needs and make appropriate recommendations as necessary.

POSITION QUALIFICATIONS
Competency Statement(s)
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures.
Decision Making - Ability to make critical decisions while following company procedures.
Interpersonal - Ability to get along well with a variety of personalities and individuals.
Management Skills - Ability to organize and direct oneself and effectively supervise others.
Problem Solving -- Ability to find a solution for or to deal proactively with work-related problems
Relationship Building - Ability to effectively build relationships with customers and co-workers
Working Under Pressure - Ability to complete assigned tasks under stressful situations

REQUIREMENTS

Education
4-year degree in business or related field preferred.

Experience
Minimum 5 years experience in demand forecasting/modeling, scheduling and real-time adherence/management in call center environment (multi-site preferred).
Prior experience managing Capacity Planning and/or Workforce Management teams and/or processes.
Prior experience working with a WFM software solution (e.g., Teleopti, IEX, Nice, Blue Pumpkin, Aspect).
Advanced/expert level proficiency in Excel
General statistics knowledge and familiarity with trending, time-series analysis and regression analysis.
5+ years in data analysis
Functional knowledge of Avaya CMS or similar call management system(s)
Functional knowledge of Contact Center agent workflow/routing (skilling and leveling) preferred

SKILLS & ABILITIES
Computer Skills

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Entire work time is conducted in an office environment in a controlled atmosphere building.

The noise level in the work environment is usually moderate.

LogistiCare is an Equal Opportunity Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled


Employer Information

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