Lead the development of short-, medium-, and long-term demand forecasts across business units, using statistical modeling and advanced analytics.
Oversee the creation and maintenance of capacity models that align staffing with business objectives, service level goals, and budgetary constraints.
Partner with cross-functional leaders (Finance, Operations, HR, and Product) to integrate business initiatives and external factors into workforce planning assumptions.
Continuously refine processes to improve accuracy, scalability, and transparency.
Lead, coach, and mentor a team of analysts and forecasters/planners, fostering a culture of accountability, innovation, and continuous improvement.
Establish clear goals, KPIs, and professional development plans for team members.
Serve as a key strategic partner to senior leadership, providing insights and recommendations that influence hiring and staffing.
Communicate complex workforce concepts in a clear, compelling way to both technical and non-technical audiences.
Drive continuous improvement by evaluating existing workforce planning processes and introducing automation or technology enhancements where possible.
Deliver regular executive reports and presentations highlighting forecast accuracy, capacity utilization, and workforce efficiency.

Requirements

Bachelor’s degree in Business, Mathematics, Statistics, Economics, Operations Management, or related field.
6+ years of experience in workforce management, forecasting, and capacity planning, including at least 2+ years in a leadership role.
Experience leading teams in fast-paced, data-driven environments (contact center, shared services, or technology-driven operations preferred).
Expertise with workforce management platforms (e.g., NICE, Verint, Genesys) and strong proficiency in analytical tools (Excel, SQL, Tableau, or Power BI).

Benefits

health plans to choose from (some as low as $0 per paycheck)
programs for fertility and family planning
mental health support
fitness benefits
generous paid time off (PTO & sick leave)
annual bonus and long-term incentive opportunities (based on performance)
401k with up to a 5% match
commuter benefits
pet insurance
paid personal time off and 14 paid company holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

statistical modelingadvanced analyticscapacity planningworkforce managementforecastingdata analysisKPI developmentautomationprocess improvementreporting

Soft skills

leadershipcoachingmentoringcommunicationstrategic partnershipaccountabilityinnovationcontinuous improvementcollaborationpresentation skills