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 analytical skills and AI tools to ensure compliance operations meet regulatory demands efficiently in a remote-first environment.

Key responsibilities

• Own forecasts and short-range capacity plans across multiple compliance queues, translating volume trends into staffing requirements
• Create multi-scenario staffing plans that balance service levels, employee experience, operational flexibility, and cost effectiveness
• Collaborate with cross-functional teams to align capacity plans with business priorities and continuously improve forecasting methodologies

Required qualifications

• Minimum 4 years of relevant experience in Workforce Management, with expertise in capacity planning and forecasting
• Proficiency in building and maintaining capacity models using Excel and/or Google Sheets, with experience in WFM platforms
• Experience planning for both FTE and vendor/BPO workforces across multiple support channels
• Strong analytical skills to work with large datasets and translate quantitative outputs into operational recommendations
• Ability to utilize generative AI responsibly while maintaining human oversight in planning processes