Senior Capacity Manager: Workforce Management
Description The Senior Capacity Manager provides strategic leadership and management over the Workforce Management tools, process optimization, and business analytics operations. Directly oversees a cross-functional team of business analysts and capacity management analysts. Fosters and develops a culture of continuous improvement through data-driven decision-making and process innovation.
- *Candidates who live within 50 miles of Boston, MA; Portsmouth, NH; Seattle, WA; Columbus, OH; or Plano, TX will follow a hybrid schedule, coming into the office two days per week. Otherwise, this role is remote with occasional travel.
Responsibilities
- Directly manages and develops team members across multiple functions, providing clear direction, performance feedback, and career development opportunities
- Provides oversight of system administration for all USRM Workforce Management tools including Calabrio WFM, Triton, SharePoint, and Power Apps including release validation activities, testing features and verifying business compatibility
- Ensures WFM environments are properly configured, maintained, and enhanced to support business objectives
- Partners with Calabrio and other vendors to provide product feedback and enhancement recommendations aligned with organizational needs
- Drives expansion of analytics capabilities to provide enhanced workforce visibility and data-driven insights across the organization and drives continuous improvement initiatives to enhance efficiency and effectiveness of WFM processes
- Works with end users to troubleshoot application issues and escalates to appropriate parties for resolution
- Oversees new hire schedule management, programming, and nesting for various USRM channels and promotional classes
- Manages team's support of ongoing skill management, scheduling, and system maintenance activities
- Manages miscellaneous WFM projects and system changes as assigned by business leadership The ideal candidate will have
- Strong project management experience with the ability to define clear scope, timeline and deliverables while tracking progress against goals
- Track record of identifying process inefficiencies and implementing sustainable solutions
- Comfort learning new platforms and technologies
- Demonstrated ability to coach, mentor and grow talent within the organization Qualifications
- Extensive knowledge of contact centers, capacity management systems, resource planning needs, and Workforce Management applications
- Working knowledge of call center systems
- Ability to manage large groups of service representatives personal needs, vacation planning and business requirements and foresee what impact changes to the schedule will have on staffing and/or the ability to meet business objectives
- Bachelor degree and/or equivalent, 7+ years of experience, with 3 to 5 years of call center, contact center, or field office management experience Employees may apply for a new role after completing 12 months of employment in their current position. Apply To this Job