Capacity Planning Lead
Core
Translate volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans to ensure consumer support operations meet customer demand efficiently.
Role type
Lead Workforce Management Capacity Planner
Builds
Short- and medium-range staffing plans, capacity models, and coverage plans for consumer support queues
Domain
Consumer support operations, Workforce Management (WFM), Fintech
Deliverable
production ML models | dashboards & analysis
Required skills
Workforce Management domain expertise, capacity planning, forecasting, Excel/Google Sheets proficiency, WFM platform experience (e.g., Assembled), multi-channel planning, FTE and vendor/BPO workforce management, large dataset analysis, statistical modeling, data-driven decision-making
Preferred skills
BI tools (Looker), SQL, agentic or AI-assisted planning tools, tech or fintech industry experience
Technologies
Excel, Google Sheets, Assembled, Looker, SQL
Responsibilities
Own forecasts and short-range capacity plans across multiple consumer support queues and markets; Use hybrid human–AI tooling to build and maintain capacity models; Create multi-scenario staffing plans modeling trade-offs between service levels, employee experience, flexibility, and cost; Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met; Collaborate with CX Operations, Finance, and Recruiting to align capacity plans with headcount budgets and business priorities; Analyze drivers of forecast misses and continuously improve forecasting methodology; Automate and streamline planning processes to reduce manual effort and increase accuracy; Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership
Seniority
Senior, hands-on IC with leadership responsibilities
