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Capacity Planning & Optimization Manager

City: Tempe
State/Territory: US-AZ


Who is Cenlar?


You are.


Employee-owners have made Cenlar one of the nation’s largest mortgage subservicers. We have achieved success by empowering people with company ownership, real programs that provide avenues for advancement, and a great atmosphere that makes everyone look forward to the workday. Get your share of our success by considering the opportunity to join our team as a Capacity Planning and Optimization Manager.



  • Provide capacity planning knowledge and tools to fulfill future needs of staff based on business intelligence, the gathering and interpretation of inputs from the group.
  • Drive standardization in planning models across the department and build scalable and flexible analytical tools.
  • Continually seek education of applying contact center concepts in staff modeling such as Erlang, SBR and Queue based equations, regression, simulation, etc.
  • Strive for measurable improvements in business processes and the delivery of organizational goals.
  • Model “what-if” scenarios to assess volume, staffing, performance and cost impact to changes in the business.
  • Identify opportunities to increase efficiencies across contact center and provide recommendations accordingly, including sound- and evidence-based solutions, risks, trade-offs and mitigation strategies.
  • Work very closely with the WFM Workforce team to align long-term capacity planning with short-term planning in order to maintain the needed linkage between the processes and achieve successful execution of all plans.
  • Build ad hoc reports, creating ad hoc analysis on an as-needed basis.
  • Manage the existing models for multi-site, multiple functions with significantly diverse work types, while also helping create new models.
  • Review trends and key metrics, such as volume, headcount, productivity, and attrition, and the respective staffing requirements.
  • Review results with internal customer service partners on a weekly and monthly basis, providing strategic direction on how to best leverage the staff going forward, what their forecasted results are, and new hire needs and up-training needs
  • Offer subject-matter expertise through business initiatives.
  • Provide input/recommendations to the respective budget and financial impacts to the organization.
  • Other duties as assigned.



  • 4-year college degree preferred
  • 5 years’ workforce management or comparable experience preferred
  • Experience supervising others
  • Strong working knowledge of call center systems, metrics and phone systems
  • Ability to establish and maintain effective working relationships with all levels within the business and external vendors
  • Strong functional and analytical skills
  • Ability to convey complex technical concepts in a manner that is easily understood by the intended audience


Total Rewards:

Cenlar FSB offers outstanding benefits which may include paid medical/dental/life insurance, 401k, employee ownership, tuition assistance, a supportive work environment, and genuine opportunities for advancement. Cenlar is a Drug Free Workplace and an Equal Employment Opportunity/Affirmative Action Employer -- M/F/D/V/SO.


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