Capacity Planning Program Manager, Selling Partner Support (SPS)

We are looking for a talented Capacity (headcount) Planning Program Mgr to join the SPS Capacity Planning team. This role requires someone with strong analytical + planning skills and business acumen who will work with stakeholders and internal partners within SPS. Some examples of tasks include calculating workload using forecasted volume and contact center metrics (trending and budgeted); long term in-house headcount planning based on workload, network costs, scale, flexibility and business continuity. The ideal candidate will have a strong analytic background that enables them to manage internal network staffing, a demonstrated ability to think broadly and strategically about SPS initiatives and the ability to work with internal teams to build consensus on objectives.

The successful candidate will:
- Work in partnership with Operations, Change Management, Recruiting, Training, and Finance leadership, to drive the strategic direction of SPS in-house capacity planning (long-term).
- Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness
- Analyze drivers of significant forecast misses and work with forecasting team to continuously improve forecasting
- Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format
- Review and analyze productivity metrics for headcount planning, track and review improvements to these metrics

Key job responsibilities
Work in partnership with Operations, Change Management, Recruiting, Training, and Finance leadership, to drive the strategic direction of SPS in-house capacity planning (long-term).

Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness

Analyze drivers of significant forecast misses and work with forecasting team to continuously improve forecasting

Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format

Review and analyze productivity metrics for headcount planning, track and review improvements to these metrics

BASIC QUALIFICATIONS

- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules