Capacity Strategist
As a Capacity Strategist, you will own and continuously improve the capacity models and scheduling blueprints specifically for our most Elite service offering. Working closely with your global ROC peers, you will ensure our premium support operates seamlessly across a 24/7 "follow-the-sun" model. This is not a typical high-volume contact center environment; our dedicated & designated agents provide white-glove service primarily through complex email cases and high-touch phone calls.
We are looking for a tinkerer and a builder. While you will heavily utilize Genesys Cloud to manage the core infrastructure, you are never satisfied with the baseline. When off-the-shelf solutions do not fit the unique nuances of a premium global service model, you build your own. You will leverage AI, custom automation, or scripting to design and endlessly refine bespoke forecasting and scheduling workflows, always looking for ways to make the models faster, smarter, and more accurate.
What You’ll Do:
- Continuous Model Improvement: You are obsessed with optimization. You will constantly test, tweak, and improve our forecasting models, using AI and custom automation to make sure our capacity plan is perfectly tuned to the realities of premium support.
- Global Capacity Modeling:
