Capacity Planning & Analytics, VP

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.…