Capacity Planning Analyst

Gracel Business Solutions is a Brasov based recruitment agency. Our services include Executive search, White-collar technical recruitment, Recruitment for service providers and HR consulting. Most of our clients are multinational companies, both manufacturers and service providers

A minimum of 3-5 years experience with WFM scheduling & Intraday Management for multilingual/multi-site contact centers;

Experience using at least one industry standard WFM tools (IEX, EWFM, Verint);

Customer Service experience in a customer satisfaction driven retail industry like telecom, consumer electronics or online retail sales is considered a plus;

Excellent written and verbal communication skills in the English language. And additional foreign language like German or French will be an advantage.

Develop and implementation of a Forecast Process for the client that can support all the car brands of the group and can be used by all Suppliers. Accuracy of this forecast will be critical as it will drive the associated Supplier capacity;

Create and publish a multi-year indicative Contact Center Volume forecast for the client;
Implement and run regular Forecast Reviews with Suppliers and internal Stakeholders to ensure forecast and lock processes are implemented;

Develop capacity plans and pricing models to support budgeting processes;

Develop and maintain "what-if" scenarios used to analyze changes;

Monitoring contact volume as compared to forecast and take proactive steps with the suppliers to shift priorities and/or resources to meet target service levels;

Develop and implement a Command Center Structure that enables the management of Crisis Situations;

Participate in the strategy development and overall management of the Customer Engagement Center.