The Capacity Planner role operates as a specialist within CEG’s WFM team, providing support through forecasting and operational capacity performance analysis to CEG front line operations
Job Summary
The Capacity Planner role operates as a specialist within CEG’s WFM team, providing support through forecasting and operational capacity performance analysis to CEG front line operations.
The goal of this role is to forecast contact center demand, executing and recommending appropriate resource and demand interventions to enable SLAs to be realized in line with strategic business guidance.
The CP plays an important role across the broader WFM team and CEG operations, to enable a continuous improvement culture by collecting feedback, supporting change initiatives, and providing input for smoother SLA delivery.
Matching Summary
The Capacity Planner role operates as a specialist within CEG’s WFM team, providing support through forecasting and operational capacity performance analysis to CEG front line operations.