Senior Manager, Capacity Planning

Job Summary

To optimize staffing and digital resources while ensuring compliance with regulatory and quality requirements, the full-time salaried Senior Manager, Capacity Planning will develop staffing strategies, oversee external reporting, and collaborate with internal teams in a remote environment.

Key responsibilities

• Maintain an ongoing staffing plan aligned with departmental budget requirements and develop budget recommendations based on forecasted needs
• Deliver accurate regulatory and contractual reporting while identifying root causes of any missed metrics through cross-functional collaboration
• Lead data-driven change initiatives and implement continuous improvement strategies based on insights from Speech Analytics

Required qualifications

• Bachelor's degree in Business, Healthcare Administration, or a related field required; Master's degree preferred
• Seven (7) years of experience in call center forecasting, workforce management, and/or call center data analysis required
• Five (5) years of management experience leading teams of analysts focused on data analytics required
• Experience in a multi-site call center operation with at least 500 seats required
• Experience with CRM and WFM software required