Capacity Planning Lead

Job Summary

To support a growing compliance operation, the full-time Capacity Planning Lead will manage forecasts and capacity plans, utilizing data-driven methodologies and hybrid human-AI tooling to ensure staffing aligns with regulatory demands in a remote-first environment.

Key responsibilities

• Own forecasts and short-range capacity plans across multiple compliance queues and markets
• Create multi-scenario staffing plans that balance service levels, employee experience, and cost-effectiveness
• Collaborate with cross-functional teams to align capacity plans with business priorities and headcount budgets

Required qualifications

• Minimum 4 years of experience in Workforce Management with expertise in capacity planning and forecasting
• Proficiency in Excel and/or Google Sheets; experience with WFM platforms
• Experience planning for both FTE and vendor/BPO workforces across multiple support channels
• Strong analytical skills with the ability to work with large datasets to identify trends
• Experience with BI tools such as Looker and familiarity with SQL is a plus