What You’ll Be Doing:
The Workforce Capacity Planning Manager is responsible for the strategic planning and execution of headcount forecasting and capacity management for both Full-Time Employee (FTE) and Business Process Outsourcing (BPO) resources within the Customer Operations department. This role ensures optimal staffing levels to meet service level agreements (SLAs), optimize costs, and enhance customer satisfaction. The Lead will analyze historical data, predict future trends, and collaborate with cross-functional teams to develop and implement effective workforce strategies.
- Develop and maintain accurate short-term and long-term headcount forecasts based on historical data, seasonality, business trends, and anticipated growth.
- Analyze call volume, handle time, and other relevant metrics to determine optimal staffing levels across all support channels.
- Create and manage capacity models to project resource needs and identify potential gaps or surpluses.
- Forecast and manage the needs of both FTE and BPO resources, balancing cost and service level objectives.
- Collaborate with BPO partners to ensure alignment on capacity planning, forecasting, and performance management.
- Work with finance on the budget related to headcount and BPO expenses.
- Owning our Support Scheduling Software in order to optimize Customer Support across our channels of communication.
- Partner with Leads, Managers, Strategy Leads to develop and implement workflows, reports, and other related initiatives to ensure our staffing is successful.
The salary range for this position is $107,000 - $140,000 USD.
You’ll Be a Good Fit If:
- You have proved experience in workforce capacity planning, preferably in a customer support environment with headcount distributed across FTE and BPO populations
- You have a strong understanding of customer support metrics and KPIs
- You have strong proficiency in data analysis and reporting tools (e.g. Excel, SQL, and Workforce Management Software)
- You pride yourself on skills development and further learning
- You are successful working independently and remotely, and adapt well to changing priorities and customer needs
- You are enthusiastic about the opportunity to manage scheduling software that enables teams to maximize efficiency and optimize their working hours.
- You are skilled in analyzing data to inform strategic decision-making and possess a strong attention to detail, understanding how individual data points contribute to broader trends and insights.
- Bonus points if you have experience with Assembled (workforce management software)
If you don’t meet every single requirement, but are still interested in the job, please apply. Nobody checks every box, and Grow believes the perfect candidate is more than just a resume.
Note: Please upload your resume in PDF format
