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Supply Planning Senior Manager
2 months ago
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Qualifications
3+ years' experience in a similar role within the call center or BPO industry Exceptional understanding of supply plans within the call center environment Proven leader in data and information space with 7+ years of experience working in Product Analytics, Marketing Analytics, Operations Analytics or other data-driven strategic insights analytic role Strong people management skills leading teams for at least 5 years and growing supply planning, financial analysts or analytics talent. Proficient in SQL, Excel, and data visualization software such as Qlik, Tableau, etc. Experienced in experimentation design and execution Ability to manage multiple projects simultaneously to meet objectives and key deadlines, balancing short & long term strategic implications to meet and/or exceed business objectives as well as manage a team of at least 3 direct reports Outstanding communication skills across a diverse audience of business stakeholders in both technical and non-technical forums
Responsibilities
Lead and develop a world class team of capacity planners, coaching technical and strategic skill sets Design, plan and implement planning processes and mechanisms in order to deliver service requirements Drive headcount planning and hiring strategy for Customer Success by managing trade-offs between customer experience/service levels, employee experience, and cost effectiveness. Creating compelling stories from data analysis to support decision making Conducting scenario planning to ensure effective workforce management and optimization Analyzing metrics to identify trends, providing insights to leadership and suggesting corrective actions where necessary Collaborating with stakeholders to define short and long term capacity planning strategies Identifying and assessing opportunities for call center improvement and presenting as stories to the leadership Continued inspections of key planning inputs and optimization of plans Deep diving the gaps within planning tools/products and partnering with VEP Product teams to address them. Define metrics, develop program management mechanisms, and invent/simplify processes to drive decision-making in complex network capacity situations