Capacity Planning Lead

Job Summary

To support the Compliance Workforce Management team, the full-time Capacity Planning Lead will manage forecasts and capacity plans, utilizing AI tools and data analysis to ensure staffing aligns with regulatory demands in a remote-first environment.

Key responsibilities

• Own forecasts and short-range capacity plans, translating volume and staffing requirements into actionable coverage strategies
• Utilize hybrid human-AI tooling to build and maintain complex capacity models for support channels and workforce structures
• Collaborate with cross-functional teams to align capacity plans with business priorities and continuously improve forecasting methodologies

Required qualifications

• Minimum 4 years of experience in Workforce Management, specifically in capacity planning and forecasting
• Proficiency in building capacity models using Excel or Google Sheets; experience with WFM platforms is preferred
• Experience planning for both FTE and vendor/BPO workforces across multiple support channels
• Strong analytical skills with the ability to work with large datasets and translate findings into operational recommendations
• Flexibility and adaptability to meet the evolving needs of a high-growth organization