Lead Capacity Planner – Customer Service
- Türkiye
- Kontrat
- Tam zamanlı
- Driving growth through data and innovation – Feel empowered to be creative and insightful, especially in exploring new technologies, WFM methodologies, and best practices to improve the metrics of the Specialist Operations (SO) team
- Bringing chaos to clarity – Analyze and identify areas for improvements in the Specialist Operations (SO) team by conducting research, deep investigations, and workflows and business procedure analyses
- Being a well of wisdom – Formulate recommendations and coordinate with varying, diverse teams within our User Voice Group to ensure action plans for operational efficiency have follow-through
- Creating local, impacting global – Help the business build and implement new systems and processes, consequently setting the Specialist Operations (SO) team up for success at scale
- Exploring your depth and own your growth – Take charge of your own experiences; have ad-hoc involvement and support in wider initiatives across varying teams
- Getting the fundamentals right – Ensure that as Canva grows, our BAU scales with it. This means you can:
- Predict user demand for customer service support – create accurate forecast models
- Build profitable capacity plans – maximize staffing while minimizing cost, ensuring we are scaling for 1 billion monthly active users
- Provide insights for informed strategic decisions – provide long-term solutions for managing both volume and staff
- Drive operational efficiency – revisits and challenges assumptions to drive optimal staff planning
- You have a deep and wide experience in end-to-end Workforce Management within customer service or contact center operations, leading with a bias for action
- You have a passion for all things data and have a good grasp of extracting operational insights from large and complex data sets to ultimately drive business decisions and results
- You have a knack for project management and process improvement, widening your collaboration across cross-functional teams
- You value customer centricity complemented with a big-picture approach to understand user issues and provide solutions proactively
- You have a drive for clear communication and partnership to ensure goals are met and can confidently rally the teams you are working with while keeping several plates spinning at the same time
- You have a tested ability to navigate ambiguity and complexity while #pursuingexcellence, in tandem with the flexibility to respond quickly to changes in day-to-day operations
- Equity packages – we want our success to be yours too
- Inclusive parental leave policy that supports all parents & carers
- An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
- Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally
Vacancies in Turkey