Manager, Workforce Strategy & Capacity Planning (BPO Operations)

Role Summary

The Manager Workforce Strategy & CapacityPlanningis responsible for building and evolving a scalable data-driven workforce management system across BPO and internal operations.This role goes beyond traditional forecasting to actively shape demand by incorporating escalation reduction AI and self-service initiatives into workforce models.

The Manager will translate operational insightsincluding root cause analysis (RCA) findingsfrom our QA teamand digital transformation effortsinto actionable staffing strategies enabling the organization to reduce escalationsimprove FCRimprove efficiency andoptimizecost.

Success in this role is defined by improved forecast accuracyand measurable reductions in cost per contact through both operational improvements and AI-driven demand reduction.

This position is expected to support Central Time (CT) business hours. Work schedules may be adjusted as needed to meet business and customer needs.

Workforce Planning & Forecasting

• Build and manage end-to-end workforce planning models including forecasting volume AHT and staffing requirementsto meet SLAs

• Translate forecasts into hiring scheduling and capacity plans across BPO and internal teams

• Define key WFM assumptions (shrinkage occupancy SLA targets)

• Establisha weeklyforecasting cadence and perform variance analysis

Demand Shaping & Escalation-Adjusted Modeling

• Incorporate escalation rates repeat contacts and inefficiencies into workforce models

• Partner withTraining and QAteam to integrate escalation drivers into forecasts

• Quantify impact of avoidable escalationsand repeat contactson staffing and cost

• Develop reduction scenarios based on improved resolution rates reduced repeat contacts and reduced escalations

AI Self-Service & Automation Scenario Modeling

• Build scenario-based workforce models incorporating AI and self-service initiatives

• Quantify digital deflection impact on volume escalations and staffing

• Develop baseline target and upside scenarios for AI adoption

• Translate AI-driven improvements into FTE and cost savings

Operating Model & Workforce Optimization

• Support evolution of workforce structure (Tier 1 Tier 1.5 Tier 2)

• Align staffing models with complexity and case types

• Identifyopportunities to shift work across tiers or to self-service

• Measure andprovideactionable insights on the operational andfinancial impactof transitioning workflows from internal teams to BPO partner including cost productivity quality and escalation outcomes and highlight optimization opportunities to inform leadership decisions

BPO Workforce Governance & Vendor Management

• Validate and challenge vendor staffing models and productivity assumptions

• Establish governance cadence with BPO partners

Cost Modeling & Financial Alignment

• Develop cost-per-contact and cost-per-resolution models

• Quantify cost impact of escalations and repeat contacts

• Partner with Finance to align workforce strategy with budgets

Reporting & Executive Communication

• Build dashboards and reporting for workforce metrics

• Deliver insights connecting operational trends to staffing and cost

• Provide executive-ready analysis

Qualifications

• Bachelors degree inBusiness Economics Finance Mathematics Data Analytics or related field preferred

• Equivalent practical experience strongly considered

• 58 years in Workforce Management or Capacity Planning

• Experience with BPO operations

• Strong analytical data modeling skills

• Experience with WFM software tools

• Experience with Tableau