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Manager, Capacity Planning

Location Phoenix, Arizona, United States Requisition ID 2021-67031 Category Data Analytics and Strategy Position Type Regular
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Your Opportunity

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;

  • Bachelor’s Degree
  • Minimum of 2 years of Capacity Planning experience

Why Schwab?

At Schwab, “Own Your Tomorrow” embodies everything we do! We are committed to helping our employees unleash their potential and achieve their dreams. Our employees get to play a central role in disrupting a multi-trillion-dollar industry, creating a better, more modern way to build and manage wealth. We’re a modern financial services firm that stands apart from the industry, where you can go as far as your ambition takes you.

Hear from employees: What’s it like to work at Schwab!

The benefits of working at Schwab : a package designed to empower your health, wealth, career and life. Schwab is committed to building a diverse and inclusive workplace where everyone feels valued.

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.)

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.

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