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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Capacity Planning Manager

United States, Multiple Locations 116900.00 - 203600.00 USD / Year · Job Posted March 19, 2026
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Job Description

The workforce management and planning team is responsible for designing and governing enterprise-wide workforce planning, scheduling frameworks, and resource optimization across a complex, multi-region service delivery ecosystem. Acting as a key functional leader and advisor to Workforce Planning and business leadership, this role leads strategic planning and supply health governance across the full lifecycle of workforce planning and strategy—from demand forecasting and capacity planning to risk mitigation and delivery assurance.

Job Responsibility

  • Designing and delivering modernized industry ‘best in class’ strategic workforce planning services to our global Customer Services and Support strategic business units (SBUs)
  • Utilizing leading tools & processes which drive efficient staffing, resulting in service level agreement (SLA) attainment and high customer satisfaction
  • Develop and drive the strategic workforce roadmap, driving efficiency programs and ensure supply excellence while ensuring labor laws & vendor contracts are adhered to & flag risks
  • Continuously improve end-to-end planning and tooling capabilities whilst driving industry standard outputs

Requirements

  • Master's Degree in Engineering, Business, or related field AND 4+ years process management, process execution, process optimization, or related experience
  • OR Bachelor's Degree in Engineering, Business, or related field AND 6+ years process management, process execution, process optimization, or related experience
  • OR equivalent experience
  • Ability to meet Microsoft, customer and/or government security screening requirements
  • This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter

Nice to have

  • Master's Degree in Engineering, Business, or related field AND 8+ years process management, process execution, process optimization, or related experience (e.g., data analytics)
  • OR Bachelor's Degree in Engineering, Business, or related field AND 12+ years process management, process execution, process optimization, or related experience (e.g., data analytics)
  • OR equivalent experience
  • Lean, Business Process Management Professional, Change Management (e.g., Prosci), Six Sigma, and/or Agile certifications
  • 8+ years of workforce and strategic planning experience, with a working knowledge of multi-site contact centre operations and job functions for either full-time employees (FTE) or business process operations (BPO)/vendor- based operations
  • Understanding and working knowledge of contact center resource calculation methods
  • Experience using database applications to consume large volumes of data and translate to insights
  • Experience with industry standard workforce management (WFM) applications
  • Expertise in executive storytelling and presentations
  • Experience with AI technologies and efficiency levers in a contact center environment
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