Position Summary
The Vice President, Capacity Planning & Analytics is responsible for leading long-range workforce and resource planning for our contact center operations. The role is also responsible for the creation and implementation of advanced analytics functions that enable data-driven business decisions across multiple lines of business. This individual will own forecasting, staffing, and capacity models to ensure optimal service levels at efficient cost and adhering to contractual obligations, in close partnership with multiple internal departments. This role develops and oversees accurate demand forecasts, staffing plans, and analytical models that balance client experience, operational efficiency, cost management, and headcount outcomes.
As a strategic leader, Vice President reports to an Executive Director, and partners closely with leaders to translate complex data into actionable insights, optimize resource allocation, and influence key business decisions. The role drives continuous improvement of forecasting methodologies, analytical frameworks, and decision-support tools to ensure the organization can anticipate business trends and respond effectively to changing client and operational demands.
Key Responsibilities
- Lead the development, execution, and governance of short-, medium-, and long-term demand forecasting models across multiple business lines and contact channels.
- Translate business forecasts into staffing and capacity plans that align service, productivity, financial, and growth objectives.
- Build forecasting models for volume, AHT, shrinkage, attrition and occupancy to inform hiring and scheduling
- Develop scenario-based forecasting models to assess operational, financial, and headcount impacts under varying business conditions.
- Build cross-skill and blended workforce models to optimize staffing for agent supporting multiple channels/lines of business
- Monitor forecast accuracy and service level performance, adjusting plans for seasonality, promotions, call driving events and business change
- Build scenario and what if models to support leadership risk assessment
- Own capacity, forecasting and operational effectiveness reporting for key stakeholders
- Evaluate WFM and Ai tools and drive continuous process improvement
- Lead the headcount planning process and present recommendations to senior leadership
- Lead and develop capacity planning analysts
- Leverage sophisticated analytical techniques to identify trends, opportunities, and risks that impact workforce and business performance.
- Deliver actionable insights that support executive decision-making and strategic planning.
- Establish analytical frameworks and performance metrics that measure operational effectiveness, capacity utilization, and client experience outcomes.
- Utilize large and complex data sets from multiple sources to develop predictive and prescriptive analytics solutions.
- Apply statistical modeling, forecasting techniques, and advanced analytical methods to solve complex business problems.
- Drive innovation through the use of automation, machine learning, and emerging analytics technologies where applicable.
- Ensure analytical integrity, data quality, and governance standards across forecasting and reporting processes.
- Serve as a trusted advisor to executive leadership on forecasting assumptions, capacity strategies, staffing implications, and business performance.
- Foster a culture of continuous improvement, analytical rigor, and data-driven decision making.
- Collaborate across Operations, Finance, Technology, Risk, and Business Management functions to ensure alignment on strategic priorities.
Required Experience
- 7+ years of experience in forecasting, workforce planning, analytics, data science, operations research, or a related quantitative discipline.
- Proven experience leading forecasting and analytical functions within a complex, multi-line-of-business environment.
- Demonstrated success developing demand forecasts, staffing models, and strategic workforce planning methodologies.
- Strong executive presence with the ability to influence senior stakeholders and drive cross-functional alignment.
- Experience working with large, complex data sets and transforming data into actionable business insights.
- Strong knowledge of programming and analytics tools such as Python, SQL, R, SAS, or similar technologies.
- Experience with statistical forecasting methods, Erlang C/queuing models (including chat concurrency models and BI tools (Genesys, Power BI, Tableau, MS Office)
- Experience modelling multi-skill/blended agent staff across channels (chat/back office work) and lines of business
- Demonstrated ability to solve complex business challenges through structured analytical approaches.
Leadership Competencies
- Strategic thinker with strong business acumen.
- Exceptional problem-solving and critical-thinking skills.
- Ability to balance client experience, operational performance, cost efficiency, and workforce investment decisions.
- Proven track record of leading teams, developing talent, and delivering measurable business outcomes.
Success Measures
- Forecast accuracy and model performance.
- Effective staffing and capacity planning outcomes.
- Improved operational efficiency and resource utilization.
- Enhanced client experience and service-level performance.
- Executive adoption of analytics-driven recommendations and decision frameworks.
Position Impact: This role serves as a critical strategic partner to leadership, ensuring the organization has the forecasting accuracy, workforce insights, and analytical capabilities required to optimize performance, support growth, and deliver exceptional client and employee outcomes.
