Vice President, Capacity Planning & Analytics

The Company is seeking a Vice President for Capacity Planning and Analytics to take on a pivotal role in leading long-range workforce and resource planning for its contact center operations. The successful candidate will be responsible for the development and implementation of advanced analytics functions that support data-driven business decisions across multiple lines of business. This includes owning forecasting, staffing, and capacity models to ensure optimal service levels, cost efficiency, and compliance with contractual obligations. The role demands a strategic leader who can translate complex data into actionable insights, optimize resource allocation, and drive continuous improvement in forecasting methodologies and analytical frameworks. Applicants must have a minimum of 7 years' experience in forecasting, workforce planning, analytics, data science, operations research, or a related quantitative discipline. The role requires a proven track record in leading forecasting and analytical functions within a complex, multi-line-of-business environment, as well as strong executive presence and the ability to influence senior stakeholders. Experience with programming and analytics tools such as Python, SQL, R, SAS, or similar technologies is essential, as is a background in statistical forecasting methods and BI tools. The Vice President will be expected to foster a culture of continuous improvement, analytical rigor, and data-driven decision-making, and to collaborate across various functions to ensure alignment on strategic priorities.