Design and implement scheduling and capacity planning to support multiple projects.
Build, develop, and lead a responsive Resource Planning team to meet performance standards and deliver on critical staff planning activities, including:
Daily volume forecasting and staff scheduling
Weekly scheduling adjustments (e.g., OT plans)
Monthly forecasting
Performance measurement
Develop and manage capacity planning tools to forecast customer volume accurately across various channels (hourly, daily, monthly).
Translate forecasts into hiring plans and staff schedules, optimizing placement to match volume patterns.