Capacity Planning Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of forecasts and short-term capacity planning across various compliance queues and markets.

• Convert volume, AHT, and shrinkage trends into necessary staffing requirements and coverage strategies.

• Employ hybrid human–AI tools to create and sustain capacity models.

• Develop multi-scenario staffing plans that balance Service Levels, Employee Experience, Operational Flexibility, and Cost Efficiency.

• Collaborate with vendor management and BPO partners to achieve staffing goals and meet contractual SLAs.

• Work alongside Compliance Operations, Finance, and Recruiting to align capacity plans, headcount budgets, growth objectives, and business priorities.

• Examine forecast discrepancies and enhance forecasting methods using statistical and data-driven techniques.

• Automate and refine planning processes for improved efficiency.

• Convey capacity risks, dependencies, and staffing suggestions to stakeholders and WFM leadership.

• Utilize generative AI responsibly to boost workflow efficiency, cost, and quality.

⛳️ Requirements

• A minimum of 4 years of relevant experience in Workforce Management, showcasing expertise in capacity planning and forecasting.

• Demonstrated ability to construct and maintain capacity models.

• Strong skills in Excel and/or Google Sheets.

• Experience with WFM platforms (e.g., Assembled or similar).

• Experience in working across various support channels.

• Experience in planning for both FTE and vendor/BPO workforces.

• Ability to analyze large datasets to identify trends, model scenarios, and convert quantitative findings into clear operational recommendations.

• Strong analytical capabilities with a data-driven approach to workforce decision-making.

• Exceptional written and verbal communication abilities.

• Highly adaptable and flexible in a high-growth, fast-paced environment.

• Nice to have: Experience with BI tools such as Looker; SQL knowledge; familiarity with agentic or AI-assisted planning tools; experience in tech or fintech.

• Responsible use of generative AI under human oversight.

🏝️ Benefits

• Eligibility for equity.

• Bonus eligibility.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) plan.

• Quarterly in-person working sessions (“surges”).

• Reasonable accommodations for individuals with disabilities.

• Free access to compatible screen reader and tutorial resources.

• Protections under equal employment opportunity laws.