Capacity Planning Modules

Learn how capacity models fit into the planning cycle and how this helps influence budget decisions and support implementation of strategy by linking commercial plans to resourcing.

Published on 04 September 2019

Laura Moss

Laura Moss, Head of Operational Communications at Santander Operations

With over 10 years’ experience in planning, Laura has responsible for multi-site planning for Contact Centre and Back Office Operations. Laura was a Hero Award Winner in 2019, and has achieved Forum Standards Accreditation 3 years running.