Capacity Planning & Analytics, VP
Core
Leading long-range workforce and resource planning for contact center operations and creating advanced analytics functions for data-driven business decisions.
Role type
VP, Capacity Planning & Analytics (Strategic Leader)
Builds
Demand forecasts, staffing plans, capacity models, and analytical frameworks for workforce optimization.
Domain
Financial Services / Workforce Management / Operations Research
Deliverable
production ML models
Required skills
Statistical modeling, Erlang C/queuing models, Python, SQL, R, SAS, Genesys, Power BI, Tableau, MS Office, multi-skill/blended workforce modeling, predictive analytics, prescriptive analytics, automation, machine learning.
Preferred skills
None stated.
Technologies
Python, SQL, R, SAS, Genesys, Power BI, Tableau, MS Office.
Responsibilities
Lead development of short-, medium-, and long-term demand forecasting models; translate business forecasts into staffing and capacity plans; build forecasting models for volume, AHT, shrinkage, attrition, and occupancy; develop scenario-based forecasting models; build cross-skill and blended workforce models; monitor forecast accuracy and service level performance; lead headcount planning process; lead and develop capacity planning analysts; leverage sophisticated analytical techniques to identify trends and risks; deliver actionable insights for executive decision-making; establish analytical frameworks and performance metrics; utilize large and complex data sets for predictive solutions; apply statistical modeling and advanced analytical methods; drive innovation through automation and ML; ensure analytical integrity and data governance; serve as a trusted advisor to executive leadership.
Seniority
VP, Executive Leadership
