Gobal Seat Planning Manager

**Support Services Group** is a leading U.S.based global provider of high-touch omnichannel outsource contact center solutions.
Founded in 1998, our award-winning customer experience (CX) solutions have created exceptional outcomes for more than 50 of the world's top brands and their customers.
We are an ambitious team of game changers who thrive on solving complex problems.

**Position Overview**

The Global Seat Planning Manager owns the seat capacity governance process for Support Services Group. This role consolidates seat requirements from capacity plans, drives seat ratio optimization, and partners across WFM, Facilities, and Operations to ensure seat readiness and utilization meet forecasted demand. The manager leads the analysis behind seat needs, occupancy, and utilization—turning data into clear, actionable recommendations for footprint planning, site allocation, and strategic growth decisions.

**Key Responsibilities**

**Seat Capacity Planning & Forecast Alignment**
- Own the front-end analysis of seat requirements based on WFM forecasts and headcount plans.
- Determine seat ratios and sharing models (hotel, condo, exclusive 1:1) based on program type and schedule efficiency.
- Partner with WFM to model seat needs accounting for shrinkage, WFH/WFO mix, and forecast accuracy.

**Occupancy & Utilization Analytics**
- Maintain a consolidated seat inventory in partnership with Facilities.
- Lead reporting on occupancy tracking (% of facilities assigned) and utilization tracking (% of assigned seats used).
- Identify opportunities to improve seat usage efficiency and optimize ratios.
- Deliver regular analytics dashboards showing seat shortfalls, surpluses, and forecasted utilization trends.

**Cross-Functional Coordination**
- Partner with Facilities to align capacity plans with actual site layouts and seating constraints.
- Collaborate with Operations to triage seat deficits and recommend WFH, reassignment, or expansion strategies.
- Support IT in readiness for moves, new seat setups, and hybrid work configurations.
- Engage with Client Success and Strategic Accounts to align footprint planning with client-specific requirements.

**Deficit Management & Governance**
- Lead the cross-functional review of seat shortages with WFM, Operations, and Facilities.
- Coordinate mitigation strategies such as WFH deployment, strategic account moves, or facility expansion requests.
- Track and report all seat deficit resolutions and measure time-to-closure.
- Establish governance cadences for seat capacity reviews globally.

**Qualifications & Experience**
- 5+ years of experience in Workforce Planning, Capacity Management, Facilities Planning, or related field.
- Strong analytical background with advanced Excel and BI tool skills (Power BI, Tableau preferred).
- Proven success in seat or space utilization management in a multi-site or BPO environment.
- Understanding of WFM forecasting models, occupancy planning, and hybrid workforce management.
- Strong cross-functional collaboration skills across Facilities, IT, and Operations.
- Ability to present findings to executive leadership and influence data-driven decisions.

**Key Performance Indicators**
- Seat Utilization Rate (%)
- Occupancy (% of facilities assigned)
- Forecast Accuracy of Seat Requirements
- Seat Ratio Optimization (% improvement YOY)
- Deficit Resolution Timeliness

**The Opportunity**
This is a highly analytical, globally connected role that ensures Support Services Group operates efficiently across every site and seating model. The Global Seat Planning Manager will be at the center of transforming seat capacity from static planning to a dynamic governance process—turning data into action, improving utilization, and driving cost-effective growth.