Role Summary: Sr. Lead Workforce Planning – Capacity Planning, Forecasting & Vendor Headcount Management is responsible for driving end-to-end workforce planning for customer service operations across in-house and vendor partners. This role ensures accurate demand forecasting, optimal capacity alignment, and efficient vendor headcount management to consistently deliver on customer experience (CX), service level, and cost objectives.

Key Responsibilities:

• Forecasting & Demand Planning

• Develop and maintain short-term and long-term forecasts across channels, segments, and geographies

• Improve forecast accuracy using data-driven and intent-based forecasting methodologies

• Monitor forecast variance and drive root cause analysis with corrective actions

• Capacity Planning & Workforce Optimization

• Translate demand forecasts into staffing plans aligned with service level targets

• Manage capacity planning across sites/vendors to ensure optimal coverage and utilization

• Drive staffing model improvements to enhance productivity and cost efficiency

• Vendor Headcount & Performance Management

• Plan, track, and govern vendor headcount in line with volume, budget, and contractual commitments

• Enable dynamic volume allocation across vendors based on capacity, skills, and performance

• Partner with vendor operations to ensure workload balance and performance consistency

• Operational Governance & Execution

• Establish headcount locks and capacity planning rigor with structured change management

• Monitor critical metrics (Service Levels, Abandonment, Productivity, Forecast Accuracy) and drive actions

• Support vendor transitions, ramp-ups, and ramp-downs with minimal CX disruption

• Cross-functional Collaboration

• Partner with Operations, Finance, Vendor Management, and CX teams to align on demand, capacity, and cost

• Provide insights and recommendations to support strategic decisions and transformation initiatives

Key Success Metrics:

• Forecast Accuracy (Weekly/Monthly)

• Service Level & Abandonment performance

• Capacity utilization and productivity improvement

• Vendor headcount adherence and budget variance

• Effectiveness of workload distribution across vendors

Skills & Experience:

• 10 to 15 years of WFM experience

• Strong expertise in workforce management, forecasting, and capacity planning

• Experience managing vendor operations in a customer service environment

• Advanced analytical and problem-solving skills

• Ability to influence cross-functional collaborators and drive execution

• Proficiency in WFM tools and data analysis

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