Manager, Capacity Planning

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Date: Feb 8, 2019

Location: Toronto, ON, CA, M4W 1G9

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.


Manager, Capacity Planning provides expertise on workforce capacity planning and ownership of OPEX for their line of business.  Working closely with Demand Planning, Site leadership and Finance to bring a fact-based highly analytical approach to all decision making. This role is responsible for translating opportunity into actionable strategy/tactics and then driving accountability across all groups to those strategies/tactics. The individual must maintain an intimate knowledge of all drivers of call centre capacity planning, avoiding potential road blocks in achieving our long term goals.


What you will be doing:


  • Leverage skills to influence and make recommendations to site directors to achieve common Care Nation objectives
  • Consult with and provide recommendations to SLT that will deliver on customer service objectives whilst managing OPEX budget, and that are aligned to Care Nation strategic objectives
  • Provide direction and insights with cross functional teams to ensure excellence in execution
  • Act as proponent for Care Nation in cross functional and project meetings
  • Develop strategic presentations for key partners and senior executives


  • Analyze complex information, uncover trends, provide data driven insights and conduct strategic initiatives to inform business actions and drive performance
  • Identify and deliver recommendations against opportunities and risks
  • Provide proactive consultation and analysis to Care SLT to drive superior business performance
  • Track, report on and lead action plans across all queues.

OPEX Management

  • Work closely with Demand Planning and Finance to ensure accurate OPEX forecasts are submitted that enable the achievement of Service Levels
  • Manage on a daily basis to ensure KPI’s are balanced and OPEX commitments are met
  • Effectively manage workforce targets with site directors by developing action plans and insights to improve overall performance

Efficiency & Growth

  • Deliver on short (quarterly) and mid-term (yearly) commitments by actively evaluating trends and pre-emptively engaging with relevant primes on gap closure tactics when forecasting  performance gaps
  • Develop tactics to manage to KPI’s, supplying financial details to determine ROI and garnering the necessary approvals
  • Identify process improvement measures to maximize efficiencies and productivity across workforce metrics
  • Identify and monitor all key drivers for workforce productivity and capacity planning
  • Collaborate with Care teams to share and implement best practices across all sites


What you bring:

  • 5+ years of progressive workforce experience
  • Excellent analytical and problem solving skills with ability to define critical issues
  • Confident, transparent and concise communicator
  • Comfortable with detail and ability to summarize information into key insights, establishing linkages to business strategy and objectives while generating ideas to improve business performance
  • Consultative with ability to conceptualize and execute initiatives that drive growth and profitability
  • Self-starter with ability to solve ambiguous / open ended business challenges
  • Effective project management skills and ability to progress multiple projects simultaneously
  • Strong negotiation skills based on a thorough understanding of workforce planning practices
  • Ability to manage internal clients at all levels of the organisation


Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 146951
Together, we'll make more possible, and these six shared values guide and define our work:
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You can also reach out to our team at to begin a conversation about your individual accessibility needs throughout the hiring process.

Posting Notes:  [[req_strategyPage]] 


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