Manager, Workforce Strategy & Capacity Planning (BPO Operations)

Role Summary 

The Manager, Workforce Strategy & Capacity Planning is responsible for building and evolving a scalable, data-driven workforce management system across BPO and internal operations. This role goes beyond traditional forecasting to actively shape demand by incorporating escalation reduction, AI, and self-service initiatives into workforce models. 

The Manager will translate operational insights including root cause analysis (RCA) findings from our QA team and digital transformation efforts into actionable staffing strategies, enabling the organization to reduce escalations, improve FCR, improve efficiency, and optimize cost. 

Success in this role is defined by improved forecast accuracy and measurable reductions in cost per contact through both operational improvements and AI-driven demand reduction. 

This position is expected to support Central Time (CT) business hours. Work schedules may be adjusted as needed to meet business and customer needs.

Workforce Planning & Forecasting 

• Build and manage end-to-end workforce planning models including forecasting volume, AHT, and staffing requirements to meet SLAs 

• Translate forecasts into hiring, scheduling, and capacity plans across BPO and internal teams 

• Define key WFM assumptions (shrinkage, occupancy, SLA targets) 

• Establish a weekly forecasting cadence and perform variance analysis 

Demand Shaping & Escalation-Adjusted Modeling 

• Incorporate escalation rates, repeat contacts, and inefficiencies into workforce models 

• Partner with Training and QA team to integrate escalation drivers into forecasts 

• Quantify impact of avoidable escalations and repeat contacts o