About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are looking for a Workforce Planning Manager who will direct, manage, and supervise a team of Capacity Planners and Schedulers. The ideal candidate will be responsible for the team’s performance and development, and will ensure that team members are focused on delivery of company goals and client operational excellence.
As Planning Manager, You Will…
- Act as a Subject Matter Expert (SME) for resource planning and scheduling
- Responsible for various functions including capacity planning, resource management, forecasting, and scheduling
- Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
- Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
- Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
- Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
- Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
- Drive business benefits through self-initiated projects
- Identify customer contact trends to ensure appropriate resources are utilized
- Recommend procedural and operational guideline changes to improve communications and operational efficiency
- Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals
- Evaluate forecasting and capacity models to give recommendations for long term staffing needs
- Provide clear communication of the forecasted workload, changes, assumptions, and inputs
- Escalate discrepancies in data to management with recommendations for action
- Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
- Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly
- Participate in daily and weekly meetings that require workforce involvement
As Planning Manager, You Have…
- A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)
- Experience with Workforce Management systems is an asset
- Knowledge of contact center operations, functions and business processes
- Advanced knowledge of Microsoft Excel
- Strong technical, analytical and problem-solving skills
- Superior attention to detail with an eye for accuracy
- Effectively interact with employees at all levels and people from diverse backgrounds
- The ability to adapt to change in an innovative and fast-paced environment
- Strong organizational skills and the ability to follow through on projects
- Demonstrated interpersonal and communication skills
- The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
- The ability to plan and monitor for results
Skills Required
- Post-secondary degree or certificate focused on Business Administration, or an equivalent combination of education and work experience
- Experience with Workforce Management systems
- Knowledge of contact center operations, functions, and business processes
- Advanced knowledge of Microsoft Excel
- Strong technical, analytical, and problem-solving skills
- Superior attention to detail and accuracy
- Ability to interact effectively with employees at all levels and people from diverse backgrounds
- Ability to adapt to change in an innovative, fast-paced environment
- Strong organizational skills and ability to follow through on projects
- Demonstrated interpersonal and communication skills
- Ability to work independently and in a team setting
- Ability to plan and monitor for results
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
