About Us
Tamara is the leading fintech platform to shop, pay and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. Tamara’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank. Tamara serves millions of users in KSA, UAE, and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch as well as thousands of SMEs. Tamara is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others.
About the role
The Capacity Planning Manager will be responsible for overseeing and managing the capacity planning process within Tamara’s support organization. Their primary goal is to ensure that the support team has the right resources, infrastructure, and capabilities to meet the demands of the business and provide excellent customer support while achieving all relevant KPIs.
Your responsibilities :
Capacity Planning: The manager assesses historical data, trends, and projections to determine the support team's capacity requirements. This involves analyzing call volumes, ticket flows, and other metrics to predict future demand.
- Resource Allocation: Based on capacity planning analysis, the manager allocates the appropriate number of support agents to meet anticipated customer demand. This includes scheduling shifts, managing staffing levels, and optimizing the team's productivity.
- Forecasting: The manager develops forecasts for customer support needs and identifies potential bottlenecks or resource constraints. This information is crucial for the organization to plan and budget for future growth and expansion.
- Performance Monitoring: Tracking and analyzing the relevant performance metrics to identify areas for improvement and efficiency gains. They may look at metrics such as average response time, resolution time, customer satisfaction scores, etc.
- Collaboration with Business Partners: The Capacity Planning Manager collaborates with other business partners, such as Operations Managers, Talent Acquisition, and Strategy to ensure alignment with overall business objectives and to make informed decisions.
- Continuous Improvement: Identifying opportunities for process improvement and implementing strategies to optimize support operations and enhance the customer experience.
- Reporting and Analysis: Providing regular reports to management and stakeholders on support team performance, capacity utilization, and other relevant metrics.
Your expertise
- Bachelor's degree in Business, Operations Management, or a related field.
- Proven experience in capacity planning, workforce management within a customer support or service-oriented environment.
- Strong analytical skills with the ability to work with large datasets and derive actionable insights.
- Proficiency in using support analytics tools and workforce management software
- Excellent communication and interpersonal skills to collaborate effectively with stakeholders.
- Demonstrated leadership capabilities, with experience in managing a team.
- Ability to thrive in a fast-paced, dynamic environment and effectively prioritize tasks.
- Knowledge of customer support best practices and methodologies.
- Detail-oriented and highly organized, with a focus on accuracy and data integrity.
