Resource Planning / Capacity Planning Manager

Company : Selectone

Job Type : Full Time

Number of Applicants

:

000+

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Job Description - Resource Planning / Capacity Planning Manager

Duties will include but not be limited to:
Workforce Management:

Develop and implement workforce planning strategies to ensure the right number of staff with the necessary skills are available to meet customer demand

Capacity Planning:

Collaborate with sales, project management, marketing, and customer support teams to understand upcoming projects, promotions, and anticipated increases in customer interactions and allocate resources accordingly

Scheduling and Allocation:

Develop and manage employee schedules to optimize coverage during peak demand periods while maintaining cost efficiency

Performance Analysis:

Monitor and analyse key performance indicators (KPIs) related to resource planning, such as service levels, response times, and customer satisfaction

Collaboration:

Work closely with the Operations and Project Delivery Directors, and HR to identify gaps and assist in the hiring process

Continuous Improvement:

Implement and refine resource planning processes to adapt to changing business needs and industry trends

Technology Utilization:

Leverage workforce management tools and software to automate processes, enhance forecasting accuracy, and streamline scheduling

Risk Management:

Identify potential risks and challenges related to resource planning and propose mitigation strategies

Requirements:

Bachelor's degree in business administration, finance, operations management, or a related field
7+ years of experience in resource planning, capacity planning, or project management, preferably in a dynamic and fast-paced service desk environment
Experience with managing a distributed global team
IT / software industry experience required
Experience / knowledge of DevOps
A working knowledge of WFM platforms, ideally Calabrio
An understanding of different CC, UC and/or network technologies
Passion for customer and employee experience
Self-motivated team player with excellent interpersonal skills

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