[HELLOCONNECT] Steering and Capacity Planning Lead

The Role

At HelloConnect, you will be part of a dynamic team in Inoza Tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility of owning the global workforce planning of our
Customer Care department. You will lead a team of workforce & real-time analysis specialists to ensure we are always accurately staffed to serve our customers. Contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• Lead the capacity planning process, including forecasting call volumes, determining staffing requirements, and optimizing resource allocation to meet service level targets.


• Develop and maintain accurate forecasts and staffing models based on historical data, trends, and business projections.


• Create and manage schedules for call center agents, ensuring adequate coverage during peak hours and optimizing staffing levels to meet operational needs.


• Monitor real-time call volumes, agent performance, and service level metrics to identify issues and make immediate adjustments as needed.


• Utilize workforce management tools and systems to track adherence to schedules, analyze performance data, and generate reports for management review.


• Collaborate with cross-functional teams, including Operations, Training, and Quality Assurance, to implement process improvements and drive operational efficiency.


• Lead, train and mentor team members on capacity planning best practices, real-time management techniques, and the use of workforce management tools.


• Coordinating communication between planning team and hiring departments in local and BPO locations to ensure required FTE demands are met.

What you’ll bring

•  You are proficient in using workforce management software. Knowledge of Genesys Cloud WFM is a plus.


• You have a minimum 5 years experience working within a call center environment.


• You are able to forecast call volumes accurately based on historical data, seasonality and other factors.


• You have extensive experience in monitoring performance metrics such as AHT, SL, Shrinkage, etc.


• You are an experienced people leader.


• You are able to troubleshoot operational issues, resolving conflicts and making data driven decisions.


• You are able to write technical requirements, develop business models, and define support requirements and processes.

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication


• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind


• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform


• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures


• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon! 

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