Strategic Operations Planner

In this pivotal role, you will oversee the strategic planning of call forecasts and backlog management across short, medium, and long-term horizons.

You will evaluate headcount needs for receptive areas, active areas, and new projects, ensuring a harmonious balance between resources and demand.

• Short-Term Planning: Develop and implement short-term plans to meet immediate operational needs.
• Medium-Long Term Planning: Create comprehensive plans for medium and long-term periods, taking into account trends, seasonal variations, and other relevant factors.

- Plan and manage call volume and workload distribution among teams to ensure optimal resource allocation.

- Identify and address potential capacity constraints, optimizing service levels to meet business objectives.

- Collaborate with stakeholders to gather insights on market trends, customer behavior, and competitor activity.

- Analyze historical data and predictive models to inform forecasting and capacity planning decisions.

- Develop and maintain strong relationships with cross-functional teams, including sales, marketing, and operations.

- Stay up-to-date with industry best practices and emerging trends in strategic operations planning.

- A dynamic work environment that fosters growth, innovation, and collaboration.

- Opportunities to develop and refine your skills in strategic operations planning, leadership, and teamwork.

- A competitive compensation package and comprehensive benefits.

- The chance to make a meaningful impact on the organization's success and contribute to its continued growth.

• 5+ years of experience in strategic operations planning, preferably in a contact center or customer-facing organization.
• Proven track record of successfully implementing strategic plans, driving business growth, and improving operational efficiency.
• Excellent analytical, problem-solving, and communication skills, with the ability to articulate complex ideas clearly and concisely.
• Ability to work collaboratively across functions, build strong relationships, and influence stakeholders at all levels.
• Strong business acumen, with a deep understanding of market trends, customer behavior, and competitor activity.