Original listing text, shown exactly as published by the company.
Responsibilities
Strategic Planning & Governance
- Lead the development and maintenance of short , medium , and long range capacity plans incorporating demand drivers, productivity assumptions, intake patterns, backlog levels, and operational constraints.
- Liaise with Financial Analysts to synchronize operational capacity plans with budgets, run rate expectations, and financial forecasts.
- Conduct variance analysis to identify drivers of over/under utilization and recommend mitigation and optimization strategies.
Data, Modeling & Insights
- Integrate and streamline planning data sources across systems, improving data quality and reducing manual reconciliation.
- Build and enhance planning dashboards and forecasting visuals using Power BI; leverage SQL as an asset for scenario analysis and validation.
- Support operational leaders with scenario modelling (e.g., volume shifts, staffing changes, productivity improvements, vendor allocation decisions).
- Monitor operational trends and capacity risks, providing clear narratives and recommended actions to leadership.
- Document planning methodologies, inputs, and governance processes to ensure consistency and repeatability.
- Contribute to automation and workflow tool integration that improves planning efficiency and forecasting accuracy.
People Leadership & Functional Ownership
- Lead, mentor, and develop forecasting & capacity planning analysts, providing coaching, prioritization guidance, and technical skill development.
- Establish team standards, quality controls, and repeatable processes to ensure forecasting accuracy and planning discipline.
- Represent the Capacity Planning function in cross functional forums, influencing executive stakeholders and advocating for planning needs.
- Drive continuous improvement in planning methodologies, including adoption of advanced modeling techniques, automation, and tool enhancements.
Strategic Influence & Stakeholder Partnership
- Advise leaders on the operational and financial impacts of strategic initiatives, sales growth targets, and vendor strategy.
- Partner with senior leaders to support time-sensitive business decisions, providing rapid capacity insights during short planning windows or emerging operational needs.
- Serve as a trusted advisor to Operational Leadership on workforce optimization, service level implications, and long term labor strategy.
Required Qualifications
- 7–10 years of experience in capacity planning, forecasting, workforce planning, operational analytics, or strategic planning.
- Strong understanding of forecasting methodologies (workload to FTE modeling, regression/driver based forecasting, scenario planning).
- Demonstrated ability to interpret operational trends and link impacts to cost, capacity, and service performance.
- Demonstrate a willingness to experiment with emerging technologies (e.g., AI-enabled analytics, automation, and planning tools) to enhance forecasting accuracy, speed to insight, and decision support.
- Experience partnering with Financial Analysts to align operational plans with budgets and forecasts.
- Proficiency in Power BI for planning dashboards and analytics; SQL knowledge is an asset.
- Strong analytical problem solving skills and ability to work across complex datasets.
- Excellent communication and stakeholder influence skills, including development of executive ready narratives.
- Ability to operate independently, manage ambiguity, and lead multi cycle planning processes.
- Demonstrated people leadership experience (formal or informal), including coaching, mentorship, or leading through influence.
Preferred Qualifications
- Experience with NICE, Verint, or other workforce management/workflow tools.
- Familiarity with planning in multi day back office environments or vendor supported operations.
- Exposure to Databricks, Azure, or cloud analytics platforms.
- Knowledge of financial modeling concepts (volume to cost translation, budget alignment, run rate analysis).
- Background supporting digital enablement, automation initiatives, or planning system integrations.
