Principal, Workforce Management
Core
Evolve strategic capacity and workforce planning across the organization, shaping demand forecasting, resource allocation, and operational efficiency for digital and human-led initiatives.
Role type
Principal, Workforce Management (Strategy & Analytics)
Builds
Scalable frameworks for forecasting, capacity planning, and resource optimization across voice, chat, email, and ticketing channels, incorporating non-human resources like API calls and automated SMS.
Domain
Real Estate / Customer Experience Operations / Workforce Management
Deliverable
production ML models | dashboards & analysis
Required skills
Workforce management strategy, capacity planning, demand forecasting, scenario-based planning, resource optimization, stakeholder influence, complex data analysis, contact center operations expertise, financial modeling
Preferred skills
Python/R, SQL, Excel, AI/ML integration, financial planning, operations strategy, process transformation
Technologies
SQL, Excel, Python, R, Aspect, LLM/AI models, regression, multi-variable simulation
Responsibilities
Lead design and execution of demand forecast and scenario-based capacity planning models; Establish scalable frameworks for forecasting and resource optimization; Engage with cross-functional teams to align on capacity planning assumptions; Act as enterprise subject matter expert for capacity planning; Develop strategic workforce plans aligning with organizational goals; Evaluate and introduce new technologies and AI-driven planning approaches; Define and measure impact of digital and human-led initiatives; Act as trusted advisor to senior leadership on workforce strategy.
Seniority
Principal, strategy & mentorship
