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Capacity Management Lead

2 weeks ago

Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Summary

The Capacity Management Lead is responsible for ensuring the correct number of agents are in their seats to answer an accurately forecasted volume of calls at the desired service level. This includes developing and maintaining short-term and long-term capacity plans.

Key responsibilities include:

  • Developing and maintaining short-term and long-term capacity plans.
  • Ensuring sufficient staff is scheduled per interval to meet productive hour targets.
  • Tracking and monitoring plans to identify optimization opportunities.

Required skills and qualifications include:

  • Advanced MS Office skills.
  • Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook).
  • Knowledge in Automatic Call Distribution Technology and experience with Forecasting/Scheduling software.

Our Requirements

We require a relevant qualification in BA/BS degree, preferred economics, statistics, business, or equivalent education, and industry-relevant training courses, including WFM processes, terminology, and tools.