Capacity Planning Manager – Contact Center (all genders)

Job Description Job Summary: The Customer Care Workforce Manager is responsible for forecasting call, email, and chat volumes, creating effective schedules, and ensuring optimal staffing levels. This role involves analyzing historical data, adjusting schedules based on real-time demand, and ensuring all promotions and campaigns are reflected in forecasts. The manager collaborates with external service providers to meet service level targets, prepares call centers for high-volume periods, handle…