Capacity Planning Manager - Abu Dhabi
Miral Destinations Abu Dhabi
Job Description
The Capacity Planner is responsible for overseeing and optimizing resource planning and operational performance for customer service operations role ensures that an organization has the right resourcessuch as staff, equipment, and infrastructureto meet current and future demand efficiently.This role analyzes data, forecasts needs, and optimizes resource allocation to maintain productivity while controlling costs. Their role involves workforce planning, performance monitoring, collaboration. The with key stakeholders, and developing contingency plans to address unexpected demand fluctuations.
Forecasting Demand, Workforce and Resource Planning- Uses historical data, market trends, and predictive analytics to estimate future demand for resources.
- Develop and maintain accurate capacity plans to meet service level agreements (SLAs) and operational targets.
- Identify peak periods and potential bottlenecks.
- Determine staffing requirements based on projected workloads.
- Ensure the right number of employees are scheduled to maintain service levels.
- Allocates equipment, space, and technology efficiently.
- Develop backup plans for unexpected spikes in demand or resource shortages.
- Ensures business continuity by proactively addressing risks.
- Use advanced analytics to create predictive models for future resource needs.
- Analyze performance data to identify trends, patterns, and areas for improvement.
- Analyze current resource utilization and identifies inefficiencies.
- Recommend adjustments to improve productivity and cost-effectiveness.
- Create meaningful data visualizations using tools such as Power BI, Tableau, and Excel to present complex data clearly.
- Develop performance dashboards and detailed reports to support leadership decision-making.
- Identify opportunities for automation and efficiency improvement in resource planning processes.
- Collaborate with technical teams to ensure data accuracy and integrity across systems.
- Partner with operations, HR, and other teams to align capacity plans with business objectives.
- Serve as the subject matter expert for all capacity planning and workforce management activities within the contact center.
- Bachelors degree in Business Analytics, Data Science, Statistics, Operations Management, or a related field.
- 3+ years in contact center capacity planning, workforce management, or operations analysis.
- Proven experience with data analytics and visualization
- Strong analytical skills with a meticulous attention to detail.
- Proficiency in Power BI, Tableau, Excel, and workforce management tools.
- Strong communication skills to explain complex data insights.
- Ability to work autonomously and manage multiple data sources effectively.
- Proficiency in SQL or similar database languages.
- Proficiency in Tableau.
- Advanced Excel and database management skills.
- Strong analytical and problem-solving abilities.
- Meticulous attention to detail and curiosity for identifying root causes.
- Fluency in English.
- Proficiency in Power BI and Python.
- Advanced certifications in Data Visualization, Workforce Management, or Business Intelligence.
- Experience with implementing workforce management tools and processes.
- Proficiency in Python or R for advanced data analysis.
- Experience in contact center operations and performance improvement projects.
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