VP, Enterprise Capacity Planning, Forecasting

Jobtailor

Illinois

On-site

USD 140,000 - 190,000

Full time

14 days+

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Job summary

Jobtailor seeks a senior leader to own enterprise-wide capacity planning and forecasting across Servicing, Collections, Recovery, and Complaints. You will modernize planning models, introduce probabilistic forecasts, and drive automation to deliver actionable recommendations.

You will partner with Finance and Operations to align capacity strategies with budgets and performance metrics, while leading a high-performing cross-functional team and communicating complex insights to executives.

Qualifications

Bachelor’s degree or higher and extensive forecast/planning experience in high-volume settings.
Demonstrated modernization of planning processes with automation and governance.
Strong analytical background with probabilistic forecasting and scenario planning.
Ability to influence senior stakeholders and present recommendations.
Proficiency with Python/R/SAS/SQL and BI tools.

Responsibilities

Lead enterprise capacity planning and forecasting across multiple functions.
Design probabilistic forecasts and scenario planning considering macro drivers.
Drive automation, tooling, and scalable planning cadences.
Align capacity plans with budgets, productivity goals, and roadmaps.
Provide executive-level analyses and decision packages with tradeoffs.

Skills

Capacity Planning

Probabilistic Forecasting

Process Automation

Executive Communication

Analytics Tools Proficiency

Education

Bachelor’s degree

Tools

Python

SAS

SQL

Power BI

Tableau

Job description

Own and lead enterprise-wide capacity planning and forecasting across Servicing, Collections, Recovery, and Complaints, ensuring consistent planning standards, definitions, and governance
Modernize and simplify the current delivery model through process re-design, automation, tooling, and scalable operating rhythms (weekly/monthly/quarterly planning cadences)
Transition from deterministic forecasts to probabilistic forecasts and scenario planning that incorporate macroeconomic drivers, real-time operational signals, and risk ranges
Build a recommendation-driven planning model that produces clear actions (e.g., staffing changes, cross-functional redeployment, vendor/augmented staffing, overtime, training throughput adjustments) with quantified impacts and confidence ranges
Establish an enterprise framework for cross-functional resource movement, including skill segmentation, cross-training strategy, proficiency curves, and surge playbooks across lines of business
Develop capacity strategies leveraging augmented staffing (BPO/partners/temporary staffing) and flexible labor models to address demand volatility while optimizing cost and performance
Link capacity decisions to KPI optimization across servicing and collections/recovery outcomes (e.g., ASA/abandon, AHT/productivity, quality, complaint cycle time, contact effectiveness, roll rates, cure rates, recovery income), balancing service, compliance, and cost-to-serve
Deliver executive-level analyses, decision packages, and walk-throughs that quantify strategic tradeoffs across service levels, operational risk, customer experience, and financial outcomes
Partner with Finance to translate operational capacity plans into financial outcomes and ensure capacity strategies align to budgets, productivity commitments, and investment roadmaps
Define and operationalize the roadmap for AI-enabled capacity planning, including opportunities for AI to automate planning steps, enhance accuracy, and improve recommendations
Quantify and incorporate the anticipated impact of automation and AI agents on work volumes, handling time, throughput, and skill requirements - integrating adoption curves and operational readiness constraints
Establish performance management and continuous improvement routines, including forecast accuracy, capacity utilization, productivity drivers, and plan vs. actual tracking
Lead, coach, and develop a high-performing enterprise team; build strong cross-functional partnerships with Operations, Complaints leadership, HR, Finance, Analytics, Risk, Compliance, and Technology
Perform other duties and/or special projects as assigned

Requirements

Bachelor’s degree; Or in lieu of Degree, 14+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO)
10+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO)
Demonstrated experience modernizing planning processes and operating models (standardization, automation, governance, adoption)
Strong analytical background with experience in probabilistic forecasting, scenario planning, and translating analytics into executive recommendations.
Proven ability to influence and drive alignment across senior stakeholders; strong executive communication skills (written, verbal, and presentation)
Proficiency with analytics tools and data environments (e.g., Python/R/SAS/SQL) and BI tools (Power BI/Tableau)
Ability and flexibility to travel for business as required

Core Competencies

Demonstrates expertise in enterprise-wide capacity planning and forecasting, utilizing advanced analytical techniques such as probabilistic forecasting and scenario planning. Proven ability to modernize planning processes and drive cross-functional collaboration to optimize operational performance and financial outcomes.

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