Manager, Demand & Capacity Planning

Date: Jan 11, 2021

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 their dream. A sports fan celebrate a special moment.

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

 

The Manager, Demand & Capacity Planning provides expertise on workforce planning in their area of business by working closely with Operational leadership, HR and Finance to bring a fact-based highly analytical approach to all recommendations. The individual must maintain an intimate knowledge of all drivers of call centre capacity/demand planning, avoiding potential roadblocks, in achieving our long term goals.

 

What you will do:

Leadership:

  • Influence and make recommendations to Operations primes and business stakeholders to achieve common objectives
  • Consult with and provide recommendations that will deliver on customer service objectives whilst managing Expense budgets, that are aligned to 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

Analytics:

  • 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 drive superior business performance
  • Track, report on and lead action plans across all queues

OPEX Management:

  • Work closely with Finance to ensure that accurate OPEX forecasts, pertaining to internal and vendor capacity, are submitted to enable the achievement of service delivery targets
  • Monitor and provide insights, on a daily basis, to ensure that workforce KPI’s are balanced and OPEX commitments are met
  • Effectively manage workforce targets with Operations leadership by developing action plans and insights to improve overall performance

Efficiency & Growth:

  • Deliver on interval/daily/weekly/monthly/annual 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 demand forecast, capacity planning, and workforce productivity
  • Collaborate with Operations teams to share and implement best practices across all regions


What you bring to the role:

  • 5+ years of progressive workforce and/or telecommunications experience
  • Post-secondary education in Business, Math, Statistics, or other quantitative field 
  • Forecasting and/or capacity planning experience, with a keen eye to notice trends and a rigorous approach to data driven storytelling
  • Confident, transparent and concise communicator with a knack for visualizing data and building sharp PowerPoint slides
  • Comfortable with presenting findings to executive level audiences
  • Strong knowledge of database concepts; experience with SQL, Python, R is an asset
  • Excellent analytical and problem solving skills with ability to define critical issues
  • 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 organization
Schedule: Full time
Shift: No Selection
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: 208946
 
At Rogers Digital, our team doesn’t shy away from big ideas – we bring them to life. We work tirelessly to deliver the best user experiences (period) and build amazing self-serve experiences that our customers want to use. We are customer-obsessed agents of change and are committed to innovation and creating effortless experiences for customers and frontline employees. We use cutting-edge tools and technologies to solve critical and complex problems with award-winning solutions. Our work impacts millions of customers everyday. At Rogers Digital, we’re looking for people who embrace change, take risks, and push boundaries. Learn more about our team and our work @ https://digital.rogers.com/
 
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
 
Posting Notes:  Corporate 

 


Job Segment: Telecom, Telecommunications, Supply Chain, Demand Planner, Manager, Technology, Operations, Management

Email similar jobs to me