About the Company :

IntouchCX is a global leader in customer experience and technology solutions. The company has been in the market for 20 years and has recently expanded its operations to Egypt, where it has been active for the past two years.

About the Job

We are changing the way people think about customer service, and we need your help!

We’re looking for a Capacity Planner to join our Workforce Team, who supports IntouchCX’s resource planning initiatives from a staffing point of view. This role is responsible for scheduling, tracking and assisting in the execution of intraday staffing management, ensuring staffing levels are sufficient to meet our overall performance goals.

As a Capacity Planner, You Will…

Manage all day-to-day activities in Workforce Management

Manage schedules, exceptions, data tracking and Service Levels

Monitor daily Key Performance Indicators to diagnose emerging trends and adjust staffing as required

Maintain employee information and its accuracy on an ongoing basis

Plan and create new hire schedules while tracking shift availability

Report by program as required

As a Capacity Planner, You Have…

University or College Degree in a related discipline - Computer Science, Marketing, Communications or Business (a combination of work experience and education will be considered)

Advanced knowledge of MS Word, MS Excel and Outlook

Adaptability to learn a variety of software programs including Aspect, Teleopti and Genesys (prior experience in one of these platforms is considered an asset)

High level of accuracy regarding data entry

Strong analytical and problem-solving skills

Willingness to learn and adapt to working in a fast-paced environment

The ability to multitask and self-manage the work day

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