AVP, Data Analytics - Forecasting and Capacity Planning
Core
Lead workforce forecasting and capacity planning for a multi-skill, multi-channel contact center to support operational performance and financial outcomes.
Role type
Senior Workforce Management Lead (Forecasting & Capacity Planning)
Builds
Demand forecasts, staffing models, and capacity plans for contact center operations.
Domain
Financial Services / Contact Center Operations
Deliverable
production ML models | dashboards & analysis
Required skills
Workforce forecasting, capacity planning, staffing strategy, shrinkage management, occupancy analysis, service-level management, multi-skill modeling, multi-channel operations, stakeholder influence, change management, strategic planning
Preferred skills
NICE IEX/CXOne/Nexidia/ESP expertise, omni-channel forecasting, CRM data integration (Salesforce, MS Dynamics)
Technologies
NICE IEX, Excel, Power BI, Salesforce, MS Dynamics
Responsibilities
Create and maintain enterprise contact center demand forecasts and staffing models; design capacity models for workforce strategy and budgeting; translate complex data into executive reporting; partner with Operations, HR, and Finance to align workforce plans with business objectives; serve as a thought leader on workforce strategy; anticipate future business and workforce needs; support change management efforts.
Seniority
Senior, hands-on IC with leadership responsibilities
