The Capacity Planner operates as a specialist within the Global Service Vertical team, focusing on forecasting and operational capacity performance analysis. The role involves forecasting contact center demand, executing resource interventions, and recommending strategies to meet Service Level Agreement (SLA) targets and business objectives. The planner supports Associate Capacity Planners and collaborates with stakeholders to drive continuous improvement. Key activities include medium and short-term forecasting, shrinkage planning, and managing supply and demand levers to ensure efficient operations.

This role requires strategic leadership to oversee demand fulfillment and customer service operations. You will drive the Integrated Business Planning (IBP) process, partnering with commercial and operations teams to optimize cost, service levels, and forecast accuracy. The position involves managing the customer service department, implementing S&OP improvements, and leading the transition to SAP-IBP tools. You will also develop inventory strategies and contingency plans to ensure business continuity and support growth initiatives. You will be responsible for mentoring staff, monitoring key performance indicators, and developing policies that enhance the customer experience. The ideal candidate will lead a cross-functional team, collaborate with regional IT, and champion business ethics and compliance within the organization.