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

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