Capacity Planning Lead

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Own forecasts and short-range capacity plans across multiple consumer support queues and markets
• 2
  Create multi-scenario staffing plans that model trade-offs between Customer Experience, Employee Experience, Operational Flexibility, and Cost Effectiveness
• 3
  Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met
• 4
  Collaborate with CX Operations, Finance, and Recruiting to align capacity plans with headcount budgets and growth targets
• 5
  Analyze drivers of forecast misses and continuously improve forecasting methodology
• 6
  Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership

RequirementsAI-extracted

• Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting
• Proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets
• Experience working across multiple support channels and planning for both FTE and vendor/BPO workforces
• Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations
• Strong analytical skills with a data-driven approach to workforce decision-making
• Typically: experience with WFM platforms and BI tools such as Looker

Perks & BenefitsAI-extracted