Jobs for People with MS: National MS Society

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.

Summary

The Contact Center Capacity Manager plays a pivotal role in ensuring our call center operates at optimal efficiency, meeting customer service demands while maximizing resource utilization. You will be responsible for forecasting call volume, building and maintaining capacity staff models, developing strategies to optimize call center operations and managing a team of capacity analysts. This role is crucial for delivering exceptional customer service while controlling costs across our global contact center network.

Key Accountabilities

• . Demand Forecasting & Analytics:

• Analyze historical call data, industry trends, and marketing campaigns to accurately forecast call volume across various channels (phone, email, chat).

• Utilize workforce management tools to optimize scheduling, including real-time adjustments based on call volume fluctuations.

• Use different forecasting methodologies to improve accuracy. I.e. regression, ARIMA, AI/Machine Learning, etc.

• Capacity Planning & Resource Management:

• Analyze call center performance metrics (average handle time, call abandonment rate, etc.) to identify areas for improvement.

• Develop and implement strategies to improve call center efficiency, such as skills-based routing, self-service options, and call deflection techniques.

• Collaborate with other departments (HR, Training) to ensure adequate staffing levels and skillsets are available to meet demand.

• Build and maintain capacity models for all LOBs across the globe

• Reporting & Analysis:

• Generate comprehensive reports on call center performance metrics, staffing levels, and customer satisfaction.

• Analyze reports to identify trends and proactively address potential issues.

• Present findings and recommendations to management to support strategic decision-making.

• Track and measure key performance indicators (KPIs) such as average handle time, call abandonment rate, and service level adherence.

• Process Improvement:

• Continuously evaluate call center processes and identify opportunities for streamlining workflows to improve efficiency and customer experience.

• Identify areas for improvement, implement changes to optimize call center performance and monitor their effectiveness

• Communication and Collaboration:

• Effectively communicate with various stakeholders, including agents, supervisors, and other departments.

• Sharing forecasts, explaining staffing decisions, and collaborating on process improvements.

• Present effective plans to all stakeholders on staffing requirements and actionable plans to stay within budget while maintaining SLAs.

• Problem-Solving and Adaptability:

• Operate comfortable in a call center environment that is dynamic, and unexpected situations can arise.

• Be a critical thinker who can identify problems, develop solutions, and adapt plans as needed.

• Leadership:

• Work closely with direct reports to develop their skill sets.

• Provided consistent coaching to help elevate employee’s performance.

• Build a best-in-class capacity planning team where employees provide great service and enjoy what they do, ultimately providing proactive and effective plans that ensure all contact centers across the globe are properly staffed.

Key Skills & Experiences

• Minimum 3-5 years of experience in a contact center environment, preferably in a capacity management or similar role.

• Minimum 5-10 years in a contact center leadership role, preferably in WFM or capacity management

• Proven experience in workforce management and forecasting practices.

• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, reporting software).

• Excellent communication and interpersonal skills to collaborate effectively with various departments (Operations, HR, Training, Finance).

• Problem-solving skills and a proactive approach to identifying and resolving call center challenges.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

Technical Skills and Knowledge

• Experience with call center forecasting software.

• Understanding of customer service metrics (SLAs, FCR, etc.).

• Experience with project management methodologies.

• Experience building staffing models.

• Experience with Genesys Cloud is a plus.

• Experience with other industry WFM software

The salary range for this role is $80,000 to $102,000. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

This job is also eligible for bonus pay.

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual’s, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.