Capacity Planning Analyst – English

Description

Our client is the world’s leading Internet entertainment service with 195 million paid memberships in over 190 countries, enjoying TV series, documentaries and feature films in a variety of genres and languages.

Currently, they are looking for a Capacity Planning Analyst to join their fast-growing team in Amsterdam. 

In this role, you will be responsible for generating agent headcount requirements and the billable hours neseccary to fulfill the forecasted FTE demand. You will also be accountable for creating staffing plans that account for attrition, shrinkage, new hires, hours of operation, rates, site performance and efficiency that are both operationally executable and within the confines of the working budget.  The role involves working closely with Operations and BPO partners to ensure the necessary agent headcount is secured to meet their requirement.

Job Profile for Capacity Planning Analyst
Responsibilities will include, but not be limited to:

• Responsible for the long-term forecasting, metrics planning, and headcount planning for all languages/channels and skills within the region
• Forecast FTE requirements, staffing levels, and resourcing needs to enable operations to achieve strategic goals and optimise outcomes
• Create both budgeted and forecasted headcount outlook, which accounts for 70% of total CS OPEX
• Build optimal long-term staffing plans for Customer Service by balancing the needs between the Customer Experience, Employee Experience, Operational Flexibility, and Cost Effectiveness. Drive the execution of that plan through the BPO
• Own end-to–end detailed tracking and control processes for forecasting headcount, site capacity, and metrics performance across a complex vendor network
• Collect, consolidate, and analyse operational data, including preparing internal reporting deliverables, analysing trends and drivers, and explaining forecast vs. actual variances
• Prepare and deliver periodic exec-level updates on status, insights and trends to help inform and guide critical business decisions
• Partner closely with multiple cross-functional teams to understand capacity, headcount, location strategy, ops performance, volumes, arrival patterns, handling times and drivers into the long-term forecast
• Mitigate capacity risks and provide capacity levers by managing dependencies across multiple sites, and communicate opportunities and alternative site strategies
• Partner with both Operations and Finance teams to support the sizing and scoping of new sites and provide analytical support to internal teams for initiatives and special projects as needed, such as launches of new products or workflows
• Review data to help in the identification of flow/system deficiencies and work with internal process owners to streamline for continuous improvement
• Develop and implement comprehensive and consistent strategies, tools, and processes related to workforce planning and workload forecasting

Candidate Profile for Capacity Planning Analyst

• Must be fluent in English, both written and spoken
• Bachelor’s degree in Math, Statistics, Finance, or Economics or other demonstrated experience in a quantitative field, or equivalent work experience
• 5+ years of FP&A, Capacity Planning, Strategy, Finance or WFM experience
• Expertise in capacity planning, long-term forecasting and headcount distribution
• Experience working with the contact centre operations context
• Knowledge in Excel and PowerPoint (Google-sheets/Google-slides)
• Ability to develop frameworks and solutions to high-level questions and concepts
• Project/program management, process development, influencing, modelling, and consulting skills
• Communication, partnership and interpersonal skills – ability to communicate complex concepts in simple terms, keeping a diverse audience in mind to drive results
• Self-motivated and must excel in a minimally managed high-profile position

What Our Client Offers

• 25 vacation days
• Travel allowance
• Opportunity to join a dynamic international environment
• Work for a global organisation, a leader in their industry
• Be part of a passionate and creative team

Already imagine yourself in this position? To make the first step, click Apply or email us your CV at cv@bluelynx.com

Already imagine yourself in this position? To make the first step, click Apply or email us your CV at cv@bluelynx.com

Please note

As part of the Blue Lynx recruitment process, you may be asked to provide references and copies of your diplomas. Please note that a background check may also be conducted.

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For any queries, please email us at: cv@bluelynx.com

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