Capacity Planning Lead

For our client, we are seeking a Capacity Planning Lead to join the team of a leader in the Finance & Insurance space. This role will own capacity planning and forecasting for compliance-related queues across multiple markets, helping the organization balance service levels, staffing, and cost efficiency. The ideal candidate will build scalable models, partner with internal teams and external workforce providers, and turn data into clear recommendations that support operational planning. This is a highly analytical role focused on improving forecasting accuracy, strengthening planning processes, and communicating capacity risks to key stakeholders. Location: Remote - US based candidates only, no visa sponsorship available Compensation: $108,630 – $127,800 annually Responsibilities Own forecasts and capacity plans for compliance queues across markets Develop and maintain capacity models using hybrid human-AI tools Create multi-scenario staffing plans to optimize service levels and costs Collaborate with vendors and BPO partners on staffing targets and SLAs Align capacity plans with business priorities by working with cross-functional teams Analyze forecast misses and improve methodology with data-driven approaches Streamline planning processes for accuracy and scalability Communicate capacity risks and recommendations to stakeholders Qualifications 4+ years in Workforce Management with a focus on capacity planning and forecasting Proficiency in Excel, Google Sheets, and WFM platforms like Assembled Experience managing multi-channel support and both FTE and vendor workforces Ability to analyze large datasets and translate data into actionable recommendations Strong analytical skills with a data-driven decision-making approach Excellent written and verbal communication skills Flexibility and adaptability in a fast-paced environment Benefits Medical, dental, and vision insurance 401(k) plan Equity participation and bonus eligibility Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.

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