Strategic Capacity Planner
hace 1 semana
We are seeking a Strategic Capacity Planner to join our Business Excellence team. As a key member of our planning function, you will be responsible for developing and managing short, medium, and long-term forecast volumes for all functions based on historical data and financial projections on membership.
This role translates operational strategy into capacity plans for both inshore and offshore operations, manages headcount and productivity, and coordinates capacity planning to meet service level agreements.
You will work closely with cross-functional teams to ensure seamless execution of capacity plans and drive business growth through efficient resource allocation.
Key Responsibilities- Forecasting and Planning :
- Create long, medium, and short-term forecast volumes for all functions based on historical data and financial projections on membership.
- Translate operational strategy into capacity plans for inshore and offshore teams.
- Measure and plan for attrition rates, leaves of absence, and headcount control within each capacity plan.
- Productivity Management :
- Control and set productivity targets in collaboration with Operations Managers for each function.
- Monitor and ensure targets are met, adjusting plans as necessary to maintain efficiency.
- Service Level Projections :
- Develop projections for claims, COM inventory, and telephony service levels.
- Utilize call volume reports to coordinate and complete capacity planning within the call center.
- Proven experience in capacity planning, workforce management, or a related area.
- Strong analytical skills with the ability to interpret historical data and financial projections.
- Excellent communication skills, capable of conveying complex information to senior leaders.
- Experience in workforce management software and tools.
- A competitive salary: €60,000 - €80,000 per year.
- A hybrid working environment with 3 days of remote work and 2 days in the office.
- The official schedule is Monday to Thursday from 8:00 to 17:00 and Friday from 8:00 to 15:00.
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