Senior Associate Workforce Planning

Develop and maintain detailed capacity planning models at monthly, weekly, and interval levels to align staffing supply with forecasted customer support volume for a 24/7/365 global operation.

Improve forecast accuracy by analyzing historical data, building and presenting scenario plans, and reporting on seasonality trends to support hiring and operational decisions.

Collaborate cross-functionally to monitor service levels, track staffing and headcount against plan and budget, and own end-to-end implementation of capacity and staffing recommendations.

4-6 years of relevant experience in operations, strategy, consulting, tech, or similar environments.

Bachelor's degree or equivalent practical experience.

Hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, Aspect).

Advanced proficiency in Excel/Google Sheets; SQL experience is a plus.

Strong analytical and data-driven approach with ability to handle complex modelling and detailed operational planning.

Experience working in fast-paced, changing environments requiring cross-functional collaboration.

Comfortable operating at granular detail while aligning with long-term strategic goals in customer support or operations contexts.