Capacity Planning Lead

📋 Description

• Own forecasts and short-range capacity plans across CX queues and markets.
• Use hybrid human–AI tooling to build/maintain capacity models.
• Create multi-scenario staffing plans balancing CX, employee experience, flexibility, and cost.
• Partner with vendor management/BPO to meet staffing targets and SLAs.
• Collaborate with CX Operations, Finance, and Recruiting to align with budgets and growth.
• Analyze forecast misses; improve forecasting with data-driven methods.

🎯 Requirements

• 4+ years in Workforce Management; capacity planning & forecasting.
• Build/maintain capacity models; Excel/Google Sheets; WFM platforms like Assembled.
• Experience across multiple channels; plan for FTE and vendor/BPO workforces.
• Work with large datasets; model scenarios; translate outputs to recommendations.
• Strong analytical, data-driven decision making.
• Excellent written and verbal communication with stakeholders.

🎁 Benefits

• Equity and bonus eligibility included with total compensation.
• Medical, dental, and vision benefits.
• Accommodations: disability accommodation process.
• Equal Opportunity Employer statement.
• Candidate Privacy Notice and arbitration information.