Capacity Planning Lead

Responsibilities: — Own forecasts and short-range capacity plans across multiple compliance queues and markets, translating volume, AHT, and shrinkage trends into staffing requirements and coverage plans. — Use hybrid human–AI tooling to build and maintain capacity models that reflect the growing complexity of support channels and workforce structure. — Create multi-scenario staffing plans modeling trade-offs between Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness. — Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met. — Collaborate with Compliance Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities. — Analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approaches. — Automate and streamline planning processes to reduce manual effort and increase accuracy and scalability of outputs. — Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership. — Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Requirements: — Minimum 4 years of relevant experience in Workforce Management with expertise in capacity planning and forecasting. — Proven ability to build and maintain capacity models with strong proficiency in Excel and/or Google Sheets. — Experience with WFM platforms such as Assembled or comparable. — Experience working across multiple support channels and planning for both FTE and vendor/BPO workforces. — Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations. — Strong analytical skills with a data-driven approach to workforce decision-making. — Excellent written and verbal communication skills to convey capacity risks and staffing plans to operational and cross-functional stakeholders. — Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization. — Nice to have: Experience with BI tools such as Looker; SQL experience; familiarity with agentic or AI-assisted planning tools; experience in tech or fintech. Benefits: — Base salary range $108,630 — $127,800 USD annually (excluding equity and bonus). — Total compensation may include equity, bonus eligibility, and benefits such as medical, dental, vision, and 401(k). Additional Information: — Remote-first company with quarterly in-person working sessions called “surges.” — Equal Opportunity Employer. — Reasonable accommodations available for individuals with disabilities. — Candidates may submit a maximum of 3 applications within a 6-month period.