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Capacity Planning Strategist

2 weeks ago

Cape Town, Western Cape, South Africa EXL Full time

Role & Responsibilities

  • Develop and maintain accurate staffing models to optimize scheduling processes.
  • Recommend strategic scheduling movements to align with operational requirements.
  • Maintain approved staff plans with capacity and working assumptions.
  • Analyze workforce needs to recommend new hire classes.
  • Create agent schedules, IDPs, and make adjustments as necessary.
  • Optimize scheduling processes to maintain efficient breaks and offline activities.
  • Manage employee information changes within the Workforce Management System.
  • Communicate effectively with internal and external stakeholders.
  • Balance staffing requirements with operational efficiencies and financial goals.
  • Plot mid-term to long-term staffing plans including new hire class recommendations.
  • Review Volume, AHT, Shrinkage, and Occupancy assumptions vs. actuals for staff plan updates.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other and Strategy/Planning

Industries

Telecommunications and Hospitals and Health Care