Manager of Capacity Planning/WFM

Operations Support Mesa, Arizona


Summary of Responsibilities:

The Manager, Capacity Planning/WFM, oversees the capacity planning, forecasting, scheduling, real time monitoring. The incumbent will also serve as primary point of contact for internal business partners.  The Manager will also provide coaching and leadership to Cap Planning/WFM team, as well as oversight and quality control for all functions. 


  • Manage, supervise and lead the Capacity Planning/WFM; responsible for capacity planning, short- term forecasting, scheduling, and real time monitoring.
  • Identify critical trends in data, assess associated business impact, and optimize efficiency of Operations through process improvement
  • Responsible for hiring, ongoing training, coaching/development and performance management with the Workforce Management team
  • Collaborate with multiple business partners on an ongoing basis
  • Provide oversight for simultaneous workforce related projects 
  • Allocates appropriate resources to all efforts and ensures initiatives are delivered on time
  • Accountability for accuracy of all reporting and analysis completed in the department
  • Optimizing contact center agent skilling for optimal call delivery in a multi-skill environment
  • Assist the Director with developing strategic vision for the department and conveying that vision to all members of the team and organization


  • Bachelors degree in business discipline (Finance, Management, etc.) or Math 
  • 5+ years of leadership experience in workforce management in a multi-site contact center with >500 agents
  • Workforce leadership experience in a global multi-site center that supports international markets and callers
  • Expert level knowledge of workforce management software (IEX, Aspect eWFM, Verint/Blue Pumpkin or Genesys)
  • Expert level knowledge of call routing process and technology on Avaya or Cisco platform
  • Ability to demonstrate expert level understanding of all workforce concepts including capacity planning, short term forecasting, scheduling, real time monitoring, and contact center routing
  • Leadership experience in a reporting or business intelligence role
  • Experience creating and managing top down and bottoms up budgeting models
  • Demonstrated ability to coach to results and improve performance and behavior of direct reports
  • Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
  • Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
  • Expert level knowledge of Microsoft PowerPoint and Excel


  • Experience in developing and delivering capacity plans for third party partners (workforce)
  • Experience in managing third party partner relationships (workforce)
  • Intermediate level SQL and data mining skills to include ability to write and edit queries.  Understanding of database relationship/or database management
  • Six Sigma certification (green, yellow, or black belt)
  • Project management certification (PMP)

Supervisory Responsibilities:

Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.


  • Education -
    • Bachelor's Degree: in Finance, Accounting, Business Administration or equivalent field.
    • or equivalent work experience
  • Experience -
    • 5-9 years Relevant business planning, project and financial experience.
    • Experience leveraging analytics and data mining to deliver tangible business improvements.
  • Skills & Abilities -
    • Strong team player with exceptional attention to detail and the ability to operate at both a strategic as well as a tactical level
    • Successful track record of building strong relationships
    • MS Excel and PowerPoint skills required
    • Ability to consult, build, and maintain solid working relationships in and outside of immediate department
    • Ability to determine and report priorities/metrics to senior management
    • Ability to manage multiple small to medium sized projects simultaneously
    • Ability to research, analyze, document, and present organizational metrics that drive business decisions
    • Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members
    • Excellent verbal, written, interpersonal, and communication skills, as well as, effective influencing skills
    • Knowledge and understanding of banking industry: products, services, operational policies, and procedures
    • Knowledge and understanding of risk management
    • Strong attention to detail and accuracy skills


  • Collaboration - Relationship Management:
    • Proficient - Applying and Executing
      • Knows who to reach out to inside and outside of one’s team to get work done
      • Takes action to enhance working relationships needed to achieve seamless work flow

  • Execution - Initiative:
    • Proficient - Applying and Executing
      • Displays initiative, flexibility and focus to get things done
      • Actively contributes ideas, suggestions, and constructive comments in meetings and discussions

  • Execution - Accountability:
    • Proficient - Applying and Executing
      • Follows through to meet commitments to others
      • Takes responsibility for achieving strong results, despite balancing multiple complex demands

  • Influence - Awareness:
    • Proficient - Applying and Executing
      • Takes the time to draw out and understand the underlying interest, concerns and agenda of other parties
      • Presents logical, data-based arguments to convince others

  • Change Orientation - Support for Change:
    • Proficient - Applying and Executing
      • Understands rationale for change and adjusts schedules and tasks to make things work
      • Anticipates and plans for changes in work schedules and assignments

  • Problem Solving - Problem Identification:
    • Proficient - Applying and Executing
      • Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious

  • Problem Solving - Solution Definition:
    • Proficient - Applying and Executing
      • Sees through complexity and detail to get to the critical issues at hand
      • Takes into account the wider context within which problems exist

  • Risk Business Acumen - Financial Command:
    • Proficient - Applying and Executing
      • Understands specific financial and accounting standards to identify and assess the impact and likelihood of operational risks


Working Conditions:

  • Frequently: Minimal physical effort such as sitting, standing, and walking.
  • Occasional moving and lifting of equipment and furniture is required to support onsite and offsite meeting setup and teardown.
  • Physically capable of lifting up to fifty pounds, able to bend, kneel, climb ladders.

Employer’s Rights:

  • This job description does not list all the duties of the job.  You may be asked by your supervisors or managers to perform other duties.  You will be evaluated in part based upon your performance of the tasks listed in this job description.
  • The employer has the right to revise this job description at any time.  This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.