Capacity/Forecasting Specialist

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We have a vacancy for Capacity/Forecasting Specialist based in Dublin.

About Sysnet Global Solutions

Established in 1989, Sysnet Global Solutions provides payment card industry compliance services, specialising in compliance validation, and merchant engagement and retention solutions. Headquartered in Dublin, Ireland, Sysnet offers a range of services, including its award-winning, proprietary, compliance management and merchant intelligence solution Sysnet.airTM, to a wide variety of businesses including acquirers, ISOs, international banks, payment service providers and merchants and provides services to clients in more than 40 countries worldwide.


About the Role

The Workforce Planning team provide a vital role across the business and are responsible for ensuring that the right people are in the right place at the time right time to meet the needs and expectations of our customers. The role will be responsible for forecasting and capacity planning for each area of the business over multiple locations.


Key Responsibilities

  • Create a reliable and effective short and long term capacity plan for the global team spread across different countries

  • Forecast quarter hourly customer contacts, AHT and shrinkage by business area using historical trends, seasonality, and marketing plans

  • Create, analyse and deliver capacity plans for current and following year on a monthly/quarterly/annual cadence to inform the business what demand is expected, the methodology and assumptions that were used in building the plan

  • Build shift patterns in WFM and Microsoft Excel that will deliver a close fit to forecasted demand requirements across all business areas

  • Optimize headcount capacity for the business by balancing customer experience/service levels, employee experience, operational flexibility, and cost effectiveness

  • Work with internal teams to understand the inputs we are using, the trends we are seeing in actuals vs. forecasts as well as expected upcoming events to be used in the creation of the capacity plans to better predict what is expected to happen going forward

  • Perform weekly/quarterly and ad-hoc capacity checks to understand the resources we have available, by area of the business, to support upcoming projects

  • Perform variance vs. forecast analysis to understand how accurate our inputs, assumptions and capacity plans are to identify areas of opportunity, and create continuous improvement plans to deliver more accurate forecasts

  • Produce and distribute a comprehensive suite of reports that provide insight into operational performance against targeted KPIs


Skill Requirements

  • 4+ years of work experience in Workforce management , areas of expertise in capacity planning and forecasting

  • Sales forecasting experience

  • Sense of urgency

  • Strong system skills

  • Have an understanding of planning and capacity management to include the concepts of trending and forecast data

  • Have a proven, strong analytical background and demonstrate a robust approach to problem solving


Core Company skills

  • Work with key stakeholders to understand the Functional requirements

  • Ability to adopt to change

  • Good at problem solving

  • Team Player

  • Excellent communication, documentation and reporting skills


If you are interested in this role, please send your CV and statement of interest to hr@sysnetgs.com