Role Summary

The Manager, Workforce Strategy & CapacityPlanningis responsible for building and evolving a scalable, data-driven workforce management system across BPO and internal operations.This role goes beyond traditional forecasting to actively shape demand by incorporating escalation reduction, AI, and self-service initiatives into workforce models.

The Manager will translate operational insightsincluding root cause analysis (RCA) findings from our QA team and digital transformation efforts into actionable staffing strategies, enabling the organization to reduce escalations, improve FCR, improve efficiency, and optimize cost.

Success in this role is defined by improved forecast accuracyand measurable reductions in cost per contact through both operational improvements and AI-driven demand reduction.

This position is expected to support Central Time (CT) business hours. Work schedules may be adjusted as needed to meet business and customer needs.

Workforce Planning & Forecasting

• Build and manage end-to-end workforce planning models including forecasting volume, AHT, and staffing requirementsto meet SLAs

• Translate forecasts into hiring, scheduling, and capacity plans across BPO and internal teams

• Define key WFM assumptions (shrinkage, occupancy, SLA targets)

• Establisha weeklyforecasting cadence and perform variance analysis

Demand Shaping & Escalation-Adjusted Modeling

• Incorporate escalation rates, repeat contacts, and inefficiencies into workforce models

• Partner withTraining and QAteam to integrate escalation drivers into forecasts

• Quantify impact of avoidable escalationsand repeat contactson staffing and cost

• Develop reduction scenarios based on improved resolution rates, reduced repeat contacts, and reduced escalations

AI, Self-Service & Automation Scenario Modeling

• Build scenario-based workforce models incorporating AI and self-service initiatives

• Quantify digital deflection impact on volume, escalations, and staffing

• Develop baseline, target, and upside scenarios for AI adoption

• Translate AI-driven improvements into FTE and cost savings

Operating Model & Workforce Optimization

• Support evolution of workforce structure (Tier 1, Tier 1.5, Tier 2)

• Align staffing models with complexity and case types

• Identifyopportunities to shift work across tiers or to self-service

• Measure andprovideactionable insights on the operational and financial impactof transitioning workflows from internal teams to BPO partner, including cost, productivity, quality, and escalation outcomes, and highlight optimization opportunities to inform leadership decisions

BPO Workforce Governance & Vendor Management 

• Validate and challenge vendor staffing models and productivity assumptions 

• Establish governance cadence with BPO partners 

Cost Modeling & Financial Alignment 

• Develop cost-per-contact and cost-per-resolution models 

• Quantify cost impact of escalations and repeat contacts 

• Partner with Finance to align workforce strategy with budgets 

Reporting & Executive Communication 

• Build dashboards and reporting for workforce metrics 

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.