Capacity Planning Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The workforce management and planning team is responsible for designing and governing enterprise-wide workforce planning, scheduling frameworks, and resource optimization across a complex, multi-region service delivery ecosystem.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Acting as a key functional leader and advisor to business leadership, this role leads the full lifecycle of workforce planning and strategy—from demand forecasting and capacity planning to risk mitigation and
delivery assurance. The ideal candidate brings deep expertise in strategic planning, program management, partner governance, labor compliance, and scenario-based modelling, with a track record of cross-functional leadership and stakeholder engagement.

Key responsibilities:

• Designing and delivering modernized industry 'best in class' resource planning services to our global Customer Services and Support SBU's. Utilizing leading tools & processes which drive efficient staffing, resulting in SLA attainment and high customer satisfaction.
• Oversee and validate forecasting outputs, ensuring labor laws & vendor contracts are adhered to & flag risks.
• Continuously improve E2E planning and tooling capabilities whilst driving industry standard outputs

Required/minimum qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR equivalent experience.
• Must be fluent in English, both written & verbal
• 6+ years of workforce and strategic planning experience, with a strong working knowledge of multi-site contact centre operations and job functions for either FTE or BPO based operations

Additional or preferred qualifications

• Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement OR equivalent experience.
• Experience with 24*7 Contact Centre Operations
• Must be flexible in accommodating stakeholders in varying timezones
• Understanding and working knowledge of contact center resource calculation methods.Experience using database applications to consume large volumes of data and translate to insights.
• Experience with industry standard WFMT applications.
• Ability to work independently in a high productivity and time sensitive environment, proven organisational skills and attention to detail.
• Elevated level of accuracy and flexibility in work assignments, producing a high volume of work promptly, never sacrificing quality of work for quantity of work..
• Ability to manage high pressure situations.
• 5+ years management (e.g., people, project, process, vendor, change) experience
• Expertise in executive storytelling and presentations
• Experience with AI technologies and efficiency levers in a contact center environment

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.