Capacity Planner Specialist

SunLife

Chat volume analysis and forecasting
Staffing model development and maintenance
Aht and forecast assumption tracking
The role involves researching and analyzing chat volume to advise managers on staffing needs for the Customer Contact Center

Job Summary

  • The role involves researching and analyzing chat volume to advise managers on staffing needs for the Customer Contact Center.
  • Candidates will develop short-term and long-term forecasts to formulate responses to specific queries from CCC leaders.
  • The position requires executing and distributing supporting models while ensuring they meet partner requirements and promote efficiency.

Matching Summary

The role involves researching and analyzing chat volume to advise managers on staffing needs for the Customer Contact Center.

Skills & Requirements

Must-have

  • Chat volume analysis and forecasting
  • Staffing model development and maintenance
  • AHT and forecast assumption tracking
  • Real-time chat service monitoring
  • Management information system (MIS) support

Nice-to-have

  • Continuous improvement strategies
  • Process recommendation capabilities
  • Collaboration with project teams
  • Optimal schedule generation skills

Key Requirements

  • Experience in capacity planning or workforce management
  • Proficiency in data analysis and forecasting tools
  • Knowledge of contact center metrics like AHT and chat volume

Work Rights

Not specified

Tailored Resume

Cover Letter