Capacity Planning Lead

Job Summary

Building a Workforce Management function from the ground up, the full-time Capacity Planning Lead will manage long-range capacity planning, short-range forecasting, and scheduling strategies in a remote setting, directly impacting service levels and customer experience.

Key responsibilities

• Build and maintain forecasts across various channels and partners, addressing event-driven spikes and long-range planning
• Own headcount and capacity models, translating them into hiring plans and vendor commitments
• Design shift patterns and coverage models to meet service level targets while managing headcount efficiently

Required qualifications

• 8+ years of experience owning WFM capacity planning and forecasting
• Proven track record of building or significantly improving a WFM function
• Experience managing in-house teams and multiple BPO vendors
• Strong command of forecasting methods and expert-level spreadsheet modeling skills
• Experience hiring and developing WFM analysts