AVP, Data Analytics – Forecasting and Capacity Planning

Jobtailor; Arizona; On-site; USD 150,000 - 210,000; Full time

Job summary

Jobtailor in the United States (Arizona) seeks an experienced senior leader to own workforce forecasting and capacity planning for a multi-skill, multi-channel contact center. You will drive demand forecasts, staffing models, and capacity plans to guide hiring and budgeting decisions.

You will translate data into executive insights, partnering with Operations, HR, and Finance to keep plans aligned with business goals.

Qualifications

• Bachelor’s degree or equivalent experience.
• 10+ years of workforce management experience with emphasis on forecasting and capacity planning in a contact center environment.
• Expertise with workforce management platforms and analytical tools such as NICE IEX, Excel, Power BI, or similar solutions.
• Deep understanding of forecasting, staffing, scheduling, shrinkage, occupancy, and workforce planning best practices.
• Experience working with omni-channel, back office, and digital channel forecasting and modeling preferred.

Responsibilities

• Lead workforce forecasting and capacity planning for a dynamic multi-skill, multi-channel contact center environment.
• Own enterprise contact center demand forecasts, staffing models, and capacity plans.
• Support the development and continuous improvement of long-term and short-term forecasts.
• Design and maintain capacity models informing workforce strategy, hiring plans, and budget planning.
• Translate complex data into clear, actionable insights and executive reporting.
• Partner with Operations, HR, and Finance to align workforce plans with business objectives.
• Ensure forecasting and planning processes are transparent, repeatable, and data-driven.
• Maintain feedback loops with scheduling, real-time, and reporting teams.
• Serve as a thought leader on workforce strategy and bring innovation and best practices to the function.
• Anticipate future business and workforce needs and recommend proactive solutions.
• Support change management efforts by helping leaders navigate organizational and business changes.
• Influence stakeholders across varying perspectives to build alignment, drive decision-making, and achieve desired business outcomes.

Skills

Forecasting

Capacity Planning

Staffing Strategy

Shrinkage Management

Occupancy Management

Service-Level Performance

NICE IEX Proficiency

Leadership

Influencing Skills

Education

Bachelor’s degree or equivalent experience

Tools

NICE IEX

Power BI

Excel

NICE CXOne

Nexidia

ESP

Salesforce

MS Dynamics

Job description

• Lead workforce forecasting and capacity planning for a dynamic multi-skill, multi-channel contact center environment
• Own enterprise contact center demand forecasts, staffing models, and capacity plans
• Support the development and continuous improvement of long-term and short-term forecasts
• Design and maintain capacity models informing workforce strategy, hiring plans, and budget planning
• Translate complex data into clear, actionable insights and executive reporting
• Partner with Operations, HR, and Finance to align workforce plans with business objectives
• Ensure forecasting and planning processes are transparent, repeatable, and data-driven
• Maintain feedback loops with scheduling, real-time, and reporting teams
• Serve as a thought leader on workforce strategy and bring innovation and best practices to the function
• Anticipate future business and workforce needs and recommend proactive solutions
• Support change management efforts by helping leaders navigate organizational and business changes
• Influence stakeholders across varying perspectives to build alignment, drive decision-making, and achieve desired business outcomes

Requirements

• 10+ years of workforce management experience with emphasis on forecasting and capacity planning in a contact center environment
• Expertise in forecasting, capacity planning, staffing strategy, shrinkage management, occupancy, and service-level performance
• Experience supporting multi-skill, multi-channel contact center operations
• Proven success leading teams and/or large workforce planning initiatives
• Expertise with workforce management platforms and analytical tools such as NICE IEX, Excel, Power BI, or similar solutions
• Strong business acumen and stakeholder influence skills
• Bachelor’s degree or equivalent experience
• Deep understanding of forecasting, staffing, scheduling, shrinkage, occupancy, and workforce planning best practices
• Strong understanding of contact center operations and associated KPIs
• Ability to develop and execute long-range workforce strategies
• Ability to translate complex information into clear, actionable recommendations
• Experience working with the NICE suite of contact center programs (IEX, CXOne, Nexidia, ESP) preferred
• Experience with omni-channel, back office, and digital channel forecasting and modeling preferred
• Familiarity with CRM data from platforms such as Salesforce and MS Dynamics preferred

Core Competencies

Demonstrates expertise in workforce forecasting and capacity planning within a contact center environment, leveraging analytical tools and platforms to drive data-driven decision-making and align workforce strategies with business objectives.

Highest-signal resume keywords

• Workforce Management Experience
• Forecasting Expertise
• Capacity Planning
• Stakeholder Influence Skills
• NICE IEX Proficiency

ATS Optimization Keywords

Hard Skills

• Forecasting
• Capacity Planning
• Staffing Strategy
• Shrinkage Management
• Occupancy Management
• Service-Level Performance
• Workforce Planning Best Practices
• Long-Range Workforce Strategies
• Data Analysis
• KPI Development

Soft Skills

• Leadership
• Change Management
• Communication
• Collaboration
• Influencing Skills

Industry Keywords

• Contact Center Operations
• Multi-Skill
• Multi-Channel
• Omni-Channel Forecasting
• Back Office Forecasting
• Digital Channel Modeling

Tools & Technologies

• NICE IEX
• Power BI
• Excel
• NICE CXOne
• Nexidia
• ESP
• Salesforce
• MS Dynamics