Charles Schwab Manager, Capacity Planning in Phoenix, Arizona
The Capacity Planning team is part of our Interaction Strategy & Support (IS&S) organization, which partners with business teams to support strategic decisions and implement innovative solutions to positively influence the client and employee experiences.
The Capacity Planning Team in IS&S, is responsible for determining the right amount of resources, at the right time, to respond to client contacts to meet desired service goals while minimizing costs. Capacity Planning will build intraday, daily, weekly and long term plans to effectively leverage staff. The Capacity Planning team works very closely with all other areas of Workforce Management; such as Resource Planning, Workforce Support and Analysis, and the intraday team.
What you are good at
In Capacity Planning, we continually strive to be a respected and trusted business partner, enabling a world-class client and employee experience through our desire and ability to deliver useful information, forward-thinking solutions, and proactive analysis. Among the team’s responsibilities are providing full forecasting and capacity planning support across multiple channels and business units, providing project support and analysis, partnering with peers and business leaders to provide decision support and recommending innovative solutions to improve the client and employee experiences. Establishing and maintaining positive relationships with peers and our internal business partners is of critical importance to being successful within the culture at Schwab. This person will need to be flexible and able to prioritize work effectively to meet specific deadlines and manage interruptions without risking the overall success of the team. The ability to tailor effective communications from the individual contributor to the SVP level is critical to success.
What you have
Minimum of 3-5 years workforce management experience
Committed to a culture that champions loyalty, identifies innovative solutions and drives improvement.
Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business, along with proven track record to participate in a team dynamic that accelerates themselves and business partners through change.
Results and quality-oriented with the ability to effectively gather, interpret and evaluate information.
Extensive knowledge of contact center dynamics
In depth understanding of statistics and capacity modeling for multiple client contact channels including phone, chat and back office.
Advanced proficiency in Excel, forecasting, analysis, and Workforce Management software
Excellent interpersonal skills, including expert presentation and communication skills – both written and oral.
Ability to explain complex concepts to diverse audiences
Strong process management, analytic and problem-solving skills
Ability to build effective relationships with internal business partners
In addition, the ideal candidates will have;
Minimum of 2 years of Capacity Planning experience
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Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.
The posted salary range describes the minimum to maximum range for this job description in the state of Colorado. The salary range is posted in accordance with the Colorado Equal Pay for Equal Work Act. The salary range for this same position may be lower or higher in markets outside of Colorado.
As an equal employment opportunity employer, our policy is to provide equal employment opportunities to all employees and applicants without regard to any status that is protected by law.(Please click here to see policy.) (https://www.aboutschwab.com/EEO)
Schwab is also an affirmative action employer, focused on advancing women, minorities, veterans, and individuals with disabilities in the workplace.
We believe diversity and inclusion are part of our success as a company and our purpose of serving every client with passion and integrity.
Job Locations US-AZ-Phoenix
Requisition ID 2021-67031
Posted Date 2 weeks ago (1/12/2021 3:36 PM)
Category Data, Analytics, Business Insights & Strategy
Position Type Full time