About the Role

Support Operations is one of our core operations teams, responsible for making sure that when things go wrong, theres always someone there to make it right. The team designs, manages, and operates a large and growing global network of support centers, with the goal of delivering a world-class customer experience every time.

Were looking for an experienced Workforce Planner to help develop and scale our support lines of business. This role is central to planning monthly, daily, and hourly staffing levels, and to keeping hiring plans current so we consistently deliver best-in-class service. Youll play a key part in improving forecast accuracy, reporting, and how we plan around floor staff utilization and efficiency — for a 24/7/365 organization, wherever it operates.

Youre excited about this opportunity because you will…

Capacity planning

• Build and maintain support capacity plan models at the monthly, weekly, and interval level, using a quantitative model to determine the staff required to service forecasted volumes
• Match staffing supply to required staff to ensure efficient service level attainment, and make hiring, ramp, and staff-reduction recommendations
• Keep capacity plans and assumptions accurate, current, and aligned to source-of-truth headcount data, auditing regularly for accuracy
• Ensure alignment from the smallest site/team level of detail up through the broader org-wide capacity plan
• Maintain documentation of planning methodology, assumptions, and processes, and continually improve the planning tools, models, and templates themselves

Forecasting & scenario planning

• Forecast incoming contact volume using historical and benchmark data, tracking deviations between forecast and actuals on a regular cadence
• Build, update, and present "what-if" scenarios to evaluate potential changes and support upcoming initiatives, as well as annual, half-year, and quarterly planning scenarios for long-range and financial planning
• Build and validate capacity models for new lines of business, queues, or markets, and identify overtime activation needs while ensuring compliance with local labor regulations in each region you support
• Build out and report on seasonality trends for a complex, growing organization

Performance & insights

• Dig into historical data to surface insights that improve support operations, speed, quality, and customer experience
• Monitor service level performance, perform SL-miss analysis, and feed those insights back into planning

Staffing & headcount

• Guide short-term staffing adjustments to close current gaps, and partner with Operations to track how staffing is implemented and optimized, driving proactive and corrective improvements
• Reconcile planned vs. actual headcount and budget with Finance/HR, monitor the hiring pipeline against plan, and track new-hire ramp against expected productivity curves
• Maintain a risk register or contingency plan for capacity gaps such as surges, outages, or attrition spikes, and incorporate attrition, absenteeism, and other shrinkage assumptions into the model

Cross-functional partnership

• Partner with Real Time Analysts for demand insight and outage reporting
• Partner with teams across operations, customer experience, product, engineering, and tools to improve processes and the resulting experience for customers and partners
• Hold regular capacity plan reviews with leadership, and flag service level risks — with supporting analysis and a recommended mitigation plan — for upcoming projects and initiatives
• Own your recommendations end-to-end: dig into the data, build the model, set implementation timelines, align partners, test ideas, and measure results

Were excited about you because…

• Youre analytical and data-driven — you love getting into the weeds, and you let data win arguments
• You enjoy tackling complex problems and building something that hasnt existed before
• Youre well-organized and detail-oriented, with excellent written and verbal communication skills
• You follow up and follow through — you execute and get the job done
• Youre comfortable in a fast-paced, constantly changing, team-oriented environment, and can manage multiple deadlines at once
• You have an owner mentality: quality-focused, output-driven, proactive, and always pushing yourself to do better
• You bring creative solutions to big challenges
• Youre comfortable operating at the lowest level of detail while also thinking long-term and inspiring a team
• Youre energized by rapid change and constant learning
• Youre comfortable pulling data or modeling in Excel/Google Sheets
• You dont give up — if your first plan doesnt work, you have a few more in your back pocket
• You have 4-6 years of relevant experience, having succeeded in diverse environments (tech, operations, strategy, consulting, banking, or similar)
• You have a Bachelors degree or equivalent practical experience
• You bring hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, or Aspect) and advanced proficiency in Excel/Google Sheets; SQL experience is a plus