You will architect the Capacity Engine, build and maintain a comprehensive capacity model, and mathematically map volume mix, omnichannel routing, offshore capture rates, customer escalations, and more.

You will also model Agent Productivity, transform raw agent-level workforce data into actionable intelligence, compute ticket lifecycle metrics, validate handle time distributions, and build logic to detect outlier behaviors.

Additionally, you will own the Financial Translation, bridge the gap between Operations and Finance, and translate Erlang C FTE requirements into a fully loaded staffing plan.

You will drive BPO Capacity Locks, generate and enforce the 30-60-90 day headcount lock plans for our offshore vendor partners, and hold them accountable to forecasted hiring and shrinkage targets.

You will own the Staffing Plan, compute, align, and project operational rates down to the customer's issue-type level and market segment, and apply seasonality adjustments and project demand across monthly, quarterly, and multi-year horizons.

If you have a deep understanding of capacity planning fundamentals, cross-functional influence, data-backed storytelling, and AI-augmented execution, you'd be a great fit for this role.

The expected base pay range for this position is $124,100 - $146,000, based on a variety of factors including qualifications, experience, and geographic location.

In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.

Benefits offered include equity compensation, medical, dental, and vision coverage, HSA/FSA, 401K, work-from-home stipend, therapy reimbursement, 16-week parental leave, carrot fertility annual reimbursement and membership, 13 paid holidays, flexible PTO, employee assistance program, and training and professional development.

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