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The Director, Capacity Planning & Operational Forecasting will lead the development, governance, and continuous improvement of enterprise level capacity planning models that ensure operational scalability, financial alignment, and workforce efficiency across the organization. This role provides strategic oversight of forecasting, long range planning, and scenario modeling, while acting as a key business partner to Operational Leadership. The Manager will directly lead and coach associates responsible for forecasting and capacity planning, ensuring rigor, consistency, and professional development within the function.

This role will play a critical part in shaping planning strategy, integrating data sources, and delivering insights that guide investment decisions, vendor strategy, and workforce optimization.

Strategic Planning & Governance

•    Lead the development and maintenance of short , medium , and long range capacity plans incorporating demand drivers, productivity assumptions, intake patterns, backlog levels, and operational constraints.
•    Liaise with Financial Analysts to synchronize operational capacity plans with budgets, run rate expectations, and financial forecasts.
•    Conduct variance analysis to identify drivers of over/under utilization and recommend mitigation and optimization strategies.

Data, Modeling & Insights

•    Integrate and streamline planning data sources across systems, improving data quality and reducing manual reconciliation.
•    Build and enhance planning dashboards and forecasting visuals using Power BI; leverage SQL as an asset for scenario analysis and validation.
•    Support operational leaders with scenario modelling (e.g., volume shifts, staffing changes, productivity improvements, vendor allocation decisions).
•    Monitor operational trends and capacity risks, providing clear narratives and recommended actions to leadership.
•    Document planning methodologies, inputs, and governance processes to ensure consistency and repeatability.
•    Contribute to automation and workflow tool integration that improves planning efficiency and forecasting accuracy.

People Leadership & Functional Ownership

•    Lead, mentor, and develop forecasting & capacity planning analysts, providing coaching, prioritization guidance, and technical skill development.
•    Establish team standards, quality controls, and repeatable processes to ensure forecasting accuracy and planning discipline.
•    Represent the Capacity Planning function in cross functional forums, influencing executive stakeholders and advocating for planning needs.
•    Drive continuous improvement in planning methodologies, including adoption of advanced modeling techniques, automation, and tool enhancements.

Strategic Influence & Stakeholder Partnership

•    Advise leaders on the operational and financial impacts of strategic initiatives, sales growth targets, and vendor strategy.
•    Partner with senior leaders to support time-sensitive business decisions, providing rapid capacity insights during short planning windows or emerging operational needs.
•    Serve as a trusted advisor to Operational Leadership on workforce optimization, service level implications, and long term labor strategy.

•    7–10 years of experience in capacity planning, forecasting, workforce planning, operational analytics, or strategic planning.
•    Strong understanding of forecasting methodologies (workload to FTE modeling, regression/driver based forecasting, scenario planning).
•    Demonstrated ability to interpret operational trends and link impacts to cost, capacity, and service performance.
•    Demonstrate a willingness to experiment with emerging technologies (e.g., AI-enabled analytics, automation, and planning tools) to enhance forecasting accuracy, speed to insight, and decision support.
•    Experience partnering with Financial Analysts to align operational plans with budgets and forecasts.
•    Proficiency in Power BI for planning dashboards and analytics; SQL knowledge is an asset.
•    Strong analytical problem solving skills and ability to work across complex datasets.
•    Excellent communication and stakeholder influence skills, including development of executive ready narratives.
•    Ability to operate independently, manage ambiguity, and lead multi cycle planning processes.
•    Demonstrated people leadership experience (formal or informal), including coaching, mentorship, or leading through influence.

Preferred Qualifications

•    Experience with NICE, Verint, or other workforce management/workflow tools.
•    Familiarity with planning in multi day back office environments or vendor supported operations.
•    Exposure to Databricks, Azure, or cloud analytics platforms.
•    Knowledge of financial modeling concepts (volume to cost translation, budget alignment, run rate analysis).
•    Background supporting digital enablement, automation initiatives, or planning system integrations.