Posted on 1-3-2013
Company: Cox Communications
Manager, Capacity Planning
Location: Atlanta, GA

Job Summary
The Manager of Capacity Planning leads a team of analysts responsible for enterprise capacity planning. The scope of this position includes long range workload forecasting, hire plans, budget preparation and tracking, and seating capacity. Responsibilities include planning for internal and external resources. This individual is also responsible for tracking enterprise performance metrics. This position will support Residential Customer Care, Sales, Retention, Cox Business Customer Care and other teams as requested.

Job Duties

Capacity Planning & Forecast Locks

  • Establish a firm 6 month capacity plan, with 18 month guidance
  • Gather and analyze long range plans from regional WFM teams on a monthly basis
    • Analyze forecasted volume with consideration to historical trends and initiatives known to impact workload minutes or staffing
    • Evaluate enterprise staffing needs and weigh against effectiveness of available capacity within enterprise and with external partner sites
    • Recommend capacity plan that maximizes capacity and performance
    • Ensure leadership team & real time team are aware of unmitigated capacity shortages that will put key performance indicators at risk
  • Finalize and communicate 6 month capacity plan to all regions and external partners by established monthly deadline
  • Evaluate performance against the established plan on a daily/weekly basis
  • Provide monthly outlook of upcoming month to regional and enterprise mission control teams and leaders
  • Partner with field WFM leaders to drive adherence to hire plan
  • Liaison with center led functions such as product and marketing to ensure initiatives impacting contact centers are properly planned
  • Share initiative roadmap with regional WFM teams for planning
  • Conduct regular trend analysis
  • Maintain accurate headcount numbers and hire plan data


  • Lead annual and quarterly budget process
    • Support modeling requests and data compilation
    • Own creation, maintenance & upload of budget data by established deadlines
    • Partner with field leaders on budget inputs and assumptions
    • Lead discussions with field leaders on final budget numbers
    • Track budget variance daily / weekly

Enterprise Analytics

  • Maintain accurate historical data on enterprise performance for reporting and modeling purposes
  • Implement enterprise scorecard for WFM metrics
  • Implement more robust “Cost to Serve” reporting & Analysis
  • Migrate all WFM reports to single data source (Universal Call Table)
  • Migrate manual excel reports to online reporting tool (Obiee)
  • Lead initiative to add WFM metrics to disparate regional scorecards


  • Facilitate meetings with senior management team
  • Present analytical data to senior management team
  • Identify & implement internal process and/or tool improvements
  • Set clear expectations for performance through establishment of goals for analysts
  • Create a high performing team through regular coaching & development of team
  • Foster an environment of strong communication through regular 1:1’s, team meetings & multi-directional feedback
  • Establish strong relationships with the locals ops teams and outsource partners through continuous dialogue and support
  • Partner closely with center analytics team and support quest for single source of truth
  • Regular and predictable attendance is required
  • This leader supports operations that run 24/7 & frequently requires off-hours support


  • BS/BA or Associates degree in related discipline preferred
  • 7 years of experience in call center forecasting discipline required
  • 3 years of previous leadership experience required
  • Proven experience presenting & consulting with operational leadership required
  • Proven aptitude for decision making required
  • Proven aptitude for math and analytics required
  • Strong Microsoft Office skills (Excel, Word, Power Point) required
  • Strong relationship management skills are required
  • Experience in the communications or cable industry is preferred

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.

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