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About the role
Key responsibilities & impact- Perform capacity planning for operations (capacity planning);
- Develop intraday and daily volume and AHT curves;
- Monitor and analyze operational assumptions (volume, AHT, turnover, and hiring);
- Manage capacity and the recruitment pipeline;
- Monitor and recommend adjustments to ensure operational efficiency;
- Participate in meetings with managers and external clients;
- Support the development of operational scenarios and projections;
- Ensure adherence to operational targets and KPIs.
Requirements
What you’ll need- Bachelor's degree or higher;
- Availability to work on-site;
- Advanced English (at least B2 level);
- Solid experience in WFM / Planning (sizing and forecasting);
- Experience building intraday curves;
- Advanced Excel;
- Strong analytical skills and critical thinking;
- Experience with operational metrics (AHT, SL, capacity, volume).
Benefits
Comp & perks- Transportation allowance (commuter benefit);
- Meal voucher and/or food allowance;
- Life insurance;
- Funeral assistance;
- Childcare support / support for children with disabilities;
- Employee discounts on products;
- Dental care coverage;
- Health insurance;
- Discounts on gyms / sports activities (Gympass/Wellhub);
- Educational partnerships with course discounts;
- Career development plan.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
capacity planningAHTforecastingintraday curvesadvanced Exceloperational metricssizingvolume analysisturnover analysisKPI adherence
Soft Skills
analytical skillscritical thinkingcommunicationcollaborationproblem-solving
Certifications
Bachelor's degree