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Headcount Capacity Planner (Global English) - Remote

Date:  Nov 19, 2021
Location: 

Ahmedabad, GJ, IN, 380051 Mumbai, MH, IN, 400 033 Mumbai, MH, IN, 400033 Montego Bay, 8, JM, JS

Company:  Vista

Vistaprint is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vistaprint, small businesses can create and customize their marketing with easy-to-use digital tools and design templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site and on-the-go.

 

The Global CARE Capacity Planning and WorkForce Management (WFM) organization own end-to-end workforce planning and execution of Vistaprint’s Global Customer Care and Design network. Our forecasting, strategic headcount planning, scheduling, and real-time management solutions are responsible for the millions of decisions needed to provide jaw-dropping customer value to all our customers around the world. The Strategic Headcount Planning team is responsible for developing and maintaining Vistaprint’s demand and headcount supply plans to set customer contact volume site strategy and cost profile and ultimately to achieve customer service level goals. We are looking for an exceptional analyst/planner who has excellent data modeling, planning, and technical skills combined with a talent for stakeholder management, who is passionate about customer experience, and who will contribute to major innovation across Global CARE Capacity Planning to join us as Strategic Headcount Capacity Planner CARE Capacity Planning. The successful candidate will experience a wide range of problem-solving situations, requiring extensive use of data collection and analysis, as well as working with stakeholders worldwide to operationalize headcount planning and hiring decisions.

 

KEY RESPONSIBILITIES

  • Driving Vistaprint Global English strategic headcount demand and supply planning processes. Ensuring plans are both grounded based on trends with forward alignment to the operational and financial strategy.  Driving planning towards service level goal achievement by contact channel and skill. Continuously assessing the strategic headcount plan for service-level risk and devising offsetting contingency plans.
  • Driving continuous improvements and global standardization across headcount planning processes including designing/updating global headcount models, design database structures/tables, and develop stakeholder-aligned reporting. Automating headcount planning financial reporting for regular cost analysis and benchmarking of the long-term plan.
  • Leading Global English strategic headcount planning meetings with key stakeholders such as Finance, Operations, Human Resources, Training, Product, Continuous Improvement, Outsourcing, Quality and Capacity Planning teams. Driving stakeholder alignment and implementation to the strategic headcount plan at network and site level highlighting key risk areas for stakeholder focus such as Average Handle Time, Occupancy, Non-Productive Time, New Hire Productivity Ramp, and Site and Skill Mix. Continual deep dive, risk management and effective communication and implementation of the long-term plan.
  • Being responsible for Global English CARE strategic headcount planning annual financial budgeting process and communication of same to CARE leadership. Being responsible for setting customer contact site allocation strategy and setting key annual KPI targets such as Site/Organization productivity, Average Handle Time/Occupancy/Non-Productive Time targets, and overall Site/Organization cost per contact.
  • Driving root cause analysis for variance against plan for planning outputs such as site headcount and productivity. Building automated and globally standardized reporting for same.
  • Leading headcount planning strategy and communication of same for key events, new launches, business and product expansion including but not limited to key promotional events and peak holiday readiness planning. Incorporates key events into the plan.

 

QUALIFICATIONS

  • Bachelor's Degree in mathematics, statistics, computer science, engineering, economics, or related field.
  • Experience designing and building complex strategic planning models
  • Excellent data modeling, Excel, and analysis skills driving business insights.
  • Experience building SQL queries, database tables, and structures.
  • Experience in statistical analysis, data visualization
  • Combination of technical skills and business savvy to interface with all levels within Capacity Planning, Data & Analytics, Finance, and key operational stakeholder teams
  • Experience building VB add-ins for modeling, data preparation, and data upload.
  • Excellent written and verbal communication skills.
  • Excellent stakeholder management skills and experience presenting to senior leaders.

PREFERRED QUALIFICATIONS

  • Advanced degree preferred.
  • Experience preferred using R and/or Python for data modeling and/or forecasting.
  • Experience preferred in time series forecasting and regression.
  • Intermediate to advanced knowledge of SQL, Visual Basic, or other programming languages is a plus
  • Analysis experience in Customer Service or Operations preferred
  • Operations Research or Capacity Planning experience preferred
  • Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
  • Excellent attention to detail, proactive self-starter
  • Ability to work successfully in a dynamic, ambiguous environment
  • Ability to meet tight deadlines and prioritize workloads
  • Ability to develop new ideas and creative solutions
  • Exceptional influencing and leadership skills.


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