Head of Workforce Forecasting & Capacity — Multi-Channel Ops

Jobtailor

Arizona

On-site

USD 150,000 - 210,000

Full time

4 days ago

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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.