Capacity Planning Lead

You will translate volume trends, staffing assumptions, and business inputs into actionable short and medium range capacity plans to meet customer demand efficiently and cost effectively. You will leverage hybrid human AI tooling to build and maintain capacity models reflecting evolving support channels and workforce structure. You will create multi scenario staffing plans that balance Customer Experience Employee Experience Operational Flexibility and Cost Effectiveness. You will partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met at the interval level. You will collaborate with CX Operations Finance and Recruiting to align capacity plans with headcount budgets growth targets and business priorities. You will analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data driven approaches. You will automate and streamline planning processes to reduce manual effort and increase the accuracy and scalability of outputs. You will clearly communicate capacity risks dependencies and staffing recommendations to operational stakeholders and WFM leadership. You will utilize generative AI responsibly maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency cost and quality.

Responsibilities

Own forecasts and short-range capacity plans across multiple consumer support queues and markets, translating volume AHT and shrinkage trends into staffing requirements and coverage plans
Use hybrid human AI tooling to build and maintain capacity models reflecting the growing complexity of our support channels and workforce structure
Create multi-scenario staffing plans that model trade-offs between Customer Experience Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness
Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met at the interval level
Collaborate with CX Operations, Finance and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities
Analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approaches
Automate and streamline planning processes to reduce manual effort and increase the accuracy and scalability of outputs
Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership
Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

Requirements

Minimum 4 years of relevant Workforce Management experience with capacity planning and forecasting
Proficiency in Excel and or Google Sheets; experience with WFM platforms (e.g., Assembled or comparable)
Experience 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
Excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholders
Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization
Nice to have: Experience with BI tools such as Looker; SQL experience; familiarity with AI-assisted planning tools; experience in tech or fintech
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

Benefits

Medical dental and vision insurance
Equity and bonus eligibility
Remote work options