Job Summary:

The Strategic Forecaster & Capacity Planner is responsible for developing accurate forecasts, analyzing trends, and creating capacity plans that ensure staffing aligns with expected call volume and service goals. This role provides data-driven insights and recommendations to Operations leadership and executive stakeholders to support staffing decisions, budgeting, and performance management. By translating historical trends and business drivers into actionable workforce plans, this position helps the organization achieve service level targets, control labor costs, and deliver consistent customer experience.

Key Responsibilities