Capacity Planning Manager

Classification: Exempt, Non-Bargaining

The Capacity Planning Manager plays a key leadership role in managing and optimizing workforce resources to ensure efficient scheduling and job allocation. This role requires a strategic, analytical leader who can drive workforce planning decisions that impact job booking, resource utilization, and technician availability. The Capacity Planning Manager will collaborate with cross-functional teams, including dispatch, field leadership, operations, and senior management, to develop and execute workforce strategies that align with business objectives.

Strategic Capacity Planning & Management

• Oversee and optimize capacity planning processes to ensure adequate workforce availability.
• Manage internal systems that control job booking and scheduling based on manpower.
• Continuously analyze workforce trends and adjust planning parameters to optimize job distribution.
• Identify risks and proactively develop mitigation strategies to prevent capacity shortages.

Data-Driven Decision Making & Analysis

• Leverage historical data to identify trends related to technician availability, customer demand, geographical impact, and operational constraints.
• Develop forecasts for future capacity needs, factoring in sales promotions, seasonality, and timeframes.
• Present data insights and recommendations to executive leadership to support strategic workforce decisions.

Leadership & Collaboration

• Lead a team responsible for managing technician capacity, providing guidance and ensuring operational efficiency.
• Act as the primary liaison between dispatch, field leadership, and operations teams to align workforce capacity with business needs.
• Partner with leadership to identify hiring needs based on capacity forecasts.
• Collaborate with IT and system administrators to implement enhancements that improve capacity planning efficiency.

Operational Execution & Performance Monitoring

• Develop and maintain KPIs related to capacity utilization, efficiency, and workforce productivity.
• Monitor the impact of scheduling and job allocation changes, making adjustments as needed.
• Provide regular performance reports and updates to senior management.
• Implement process improvements to streamline capacity planning and enhance technician deployment strategies.

Administrative & System Oversight

• Ensure that technician profiles, schedules, and skill sets are accurately maintained within the system.
• Account for administrative tasks such as training schedules, equipment pickups, vehicle maintenance, and other non-job-related activities.
• Maintain compliance with operational policies and ensure all capacity planning decisions align with company objectives.

• Proven experience managing workforce planning in a high-volume, fast-paced environment.
• Strong analytical skills with expertise in forecasting, data modeling, and reporting.
• Proficiency in capacity planning tools, workforce management software, and data analytics platforms.
• Advanced Excel skills; experience with databases and reporting tools is a plus.
• Individual must be competent in Microsoft applications (Excel, Word, Outlook, PowerPoint) and Oracle Field Service (OFS).
• Excellent communication and leadership abilities, with a track record of influencing stakeholders and driving operational improvements.
• Strong problem-solving skills and ability to make impactful decisions under pressure.
• Experience in the telecommunications, dispatch, or field operations industry is preferred.
• Requires independent thinking. Demands full use and application of principles, theories, concepts and technologies.

Education & Experience:

Bachelor's degree or equivalent experience with a minimum of 6 years' related experience, including 3 years' managerial.

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $69,323 - $105,074

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.