Capacity Planning Lead

📋 Description

• Build and maintain forecasts across every channel, queue, and BPO partner, covering long-range
• Own headcount and capacity models for both in-house and outsourced staffing, including scenario
• Design shift patterns, coverage models, and flex strategies that hit service level targets without
• Build event readiness playbooks for known volume spikes and a rapid-response framework for the ones
• Translate volume forecasts into vendor SOW requirements and staffing calls, and hold BPO partners
• Hire and develop the Real Time Analyst, set the operating rhythm between planning and intraday

🎯 Requirements

• 8 or more years owning WFM capacity planning and forecasting, not contributing to it, owning it.
• A track record of building a WFM function from scratch or meaningfully rebuilding one that wasn't
• Experience managing a blended workforce across in-house teams and multiple BPO vendors, including
• Strong command of forecasting methods across different time horizons and demand patterns, and the
• Expert-level spreadsheet modeling skills, with the ability to run the function on spreadsheets
• Experience hiring and developing WFM analysts, and setting the operating rhythm between planning

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories