Capacity Planning Lead

📋 Description

• Own forecasts and short-range capacity plans across multiple compliance queues and markets
• Use hybrid human-AI tooling to build and maintain capacity models
• Create multi-scenario staffing plans modeling trade-offs between Service Levels, Employee
• Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are
• Collaborate with Compliance Operations, Finance, and Recruiting to align capacity plans with
• Analyze drivers of forecast misses and improve forecasting methodology

🎯 Requirements

• Minimum 4 years of relevant experience in Workforce Management with expertise in capacity planning
• Proven ability to build and maintain capacity models with strong Excel/Google Sheets proficiency
• Experience with WFM platforms (e.g., Assembled or comparable)
• Experience across multiple support channels and planning for FTE and vendor/BPO workforces
• Ability to work with large datasets to identify trends and translate outputs into recommendations
• Strong analytical skills with data-driven approach

🎁 Benefits

• Base salary range: $108,630 - $127,800 USD
• Total compensation may include equity and bonus eligibility
• Benefits: medical, dental, vision, 401(k)