Capacity Strategist
Core
Own and continuously improve capacity models and scheduling blueprints for a premium, high-touch global support service operating on a 24/7 follow-the-sun model.
Role type
Senior Workforce Management (WFM) Capacity Strategist
Builds
Bespoke forecasting and scheduling workflows, custom automation, and algorithms for capacity planning
Domain
Workforce Management / Premium Global Support Services
Deliverable
production ML models
Required skills
Workforce Management (WFM), capacity modeling, scheduling, AI/automation, scripting, shrinkage modeling, data validation
Preferred skills
Travel/hospitality/aviation industry experience, Snowflake, ThoughtSpot
Technologies
Genesys Cloud, ThoughtSpot, Snowflake
Responsibilities
Build and maintain 30-to-365-day capacity plans; generate and manage flexible schedules; build custom solutions and algorithms for forecasting; move shrinkage tracking into automated systems; validate models against system outputs.
Seniority
Mid-Senior, hands-on IC
