Strategic Resource Planning Manager

hace 3 semanas


San José, San José, Costa Rica Microsoft A tiempo completo

At Microsoft, we're looking for a skilled Planning Manager to join our Operations Planning Centre (OPC) team.

This role is a critical part of our Experience Strategy, Services, and Operations (ESSO) organization, which is responsible for creating the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

As a Planning Manager, you will use your experience of short, medium & long-range planning to build robust requirement plans for our Vendors/Inhouse to schedule resources against, ensuring customer experience is optimal.

The ideal candidate will have proven experience generating exact forecasts down to a 30-minute interval level using industry Standard Workforce Management tools and at least 10 years of experience planning for large-scale multi-modality contact centres.

Responsibilities will include designing and delivering modernised industry 'best in class' resource planning services to our global Customer Services and Support SBU's, overseeing and validating forecasting outputs, and ensuring all decisions are aligned to budget expectations.

Additionally, the successful candidate will propose and influence strategic resource changes to drive efficiency and/or mitigate risk, act as an SME to ensure appropriate knowledge share with other departments & vendors, and supply performance analysis to continually drive positive outcomes.

Microsoft is an equal opportunities employer and welcomes applications from experienced candidates who share our values of respect, integrity, and accountability.



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