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The Associate Director of WFM Capacity Planning is responsible for leading and optimizing the long-range and short-range capacity planning functions across multiple lines of business. This role will oversee the development of staffing models, scenario planning, resource optimization strategies, and alignment of headcount with service level goals and financial targets. The ideal candidate has deep expertise in WFM planning, strategic forecasting, and cross-functional collaboration, and can influence executive decision-making through data-driven insights.

The Associate Director of WFM Capacity Planning is responsible for leading the end-to-end capacity planning process, including long-term and short-term FTE modeling, volume forecasting, and workload analysis across multiple lines of business. This role translates strategic goals, demand forecasts, and budget constraints into actionable staffing plans that align with service level objectives and financial targets. The Associate Director partners closely with cross-functional teams—including Finance, Operations, HR, Recruiting, and Training—to ensure seamless alignment between headcount planning, budget cycles, and hiring timelines. They are responsible for developing and maintaining scalable staffing models that incorporate key planning variables such as average handle time (AHT), volume, shrinkage, occupancy, and utilization. This individual provides executive-level reporting and scenario modeling to support strategic decisions related to site expansion, vendor allocation, outsourcing, and automation.

Additionally, the Associate Director collaborates with Real-Time Management, Scheduling, and Forecasting teams to ensure consistent and coordinated execution of workforce strategies. They design and monitor KPIs that measure planning accuracy, staffing efficiency, and overall operational performance. A critical part of the role is leading and developing a team of analysts and planners, fostering a high-performing and growth-oriented environment. The Associate Director is also charged with continuously improving capacity planning processes by incorporating industry best practices, enhancing planning tools, and automating manual workflows. As a subject matter expert, they represent WFM capacity planning during business reviews, audits, and cross-functional initiatives.

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Required Qualifications

• Bachelor’s degree in Business, Mathematics, Operations Research, Statistics, or a related field; Master’s degree preferred.

• 10+ years of experience in Workforce Management, with at least 6 years in a leadership role focused on capacity or resource planning.

• Strong analytical and quantitative skills, with expertise in Excel, SQL, and WFM tools (e.g., Verint, NICE, Genesys, Aspect).

• Experience with statistical forecasting models and scenario planning.

• Proven ability to influence and communicate effectively across all levels of the organization, including senior executives.

• Demonstrated success in leading cross-functional initiatives and driving operational efficiencies.

• Experience in large-scale contact centers, healthcare operations, BPO environments, or similar high-volume settings preferred.

Preferred Qualifications

• Familiarity with predictive analytics, AI/ML tools, and financial modeling.

• Strong project management skills with the ability to manage competing priorities.

• Ability to thrive in a fast-paced, dynamic environment with a focus on continuous improvement and innovation.

Additional Information:

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

Work at home requirements:

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or So