Workforce Management

Role Overview

The Workforce Management Forecaster / Capacity Planner is responsible for delivering accurate forecasts and capacity plans that support operational performance and service level commitments. This role plays a critical part in aligning demand, staffing, and productivity for a workforce of 300+ employees.

This is a hands-on, data-driven role that partners closely with Operations and WFM stakeholders to ensure staffing decisions are grounded in reality, not guesswork.

Key Responsibilities

• Develop and maintain short-term, mid-term, and long-term forecasts using historical data, trends, and business drivers.
• Build capacity plans for operations with 300+ employees, ensuring alignment with volume, productivity, shrinkage, and SLA targets.
• Analyze variances between forecast vs. actuals vs. plans, and translate findings into clear, actionable recommendations.
• Partner with Operations and WFM teams to support sta...