VP, Enterprise Capacity Planning, Forecasting

• Own and lead enterprise-wide capacity planning and forecasting across Servicing, Collections, Recovery, and Complaints, ensuring consistent planning standards, definitions, and governance
• Modernize and simplify the current delivery model through process re-design, automation, tooling, and scalable operating rhythms (weekly/monthly/quarterly planning cadences)
• Transition from deterministic forecasts to probabilistic forecasts and scenario planning that incorporate macroeconomic drivers, real-time operational signals, and risk ranges
• Build a recommendation-driven planning model that produces clear actions (e.g., staffing changes, cross-functional redeployment, vendor/augmented staffing, overtime, training throughput adjustments) with quantified impacts and confidence ranges
• Establish an enterprise framework for cross-functional resource movement, including skill segmentation, cross-training strategy, proficiency curves, and surge playbooks across lines of business
• Develop capacity strategies leveraging augmented staffing (BPO/partners/temporary staffing) and flexible labor models to address demand volatility while optimizing cost and performance
• Link capacity decisions to KPI optimization across servicing and collections/recovery outcomes (e.g., ASA/abandon, AHT/productivity, quality, complaint cycle time, contact effectiveness, roll rates, cure rates, recovery income), balancing service, compliance, and cost-to-serve
• Deliver executive-level analyses, decision packages, and walk-throughs that quantify strategic tradeoffs across service levels, operational risk, customer experience, and financial outcomes
• Partner with Finance to translate operational capacity plans into financial outcomes and ensure capacity strategies align to budgets, productivity commitments, and investment roadmaps
• Define and operationalize the roadmap for AI-enabled capacity planning, including opportunities for AI to automate planning steps, enhance accuracy, and improve recommendations
• Quantify and incorporate the anticipated impact of automation and AI agents on work volumes, handling time, throughput, and skill requirements - integrating adoption curves and operational readiness constraints
• Establish performance management and continuous improvement routines, including forecast accuracy, capacity utilization, productivity drivers, and plan vs. actual tracking
• Lead, coach, and develop a high-performing enterprise team; build strong cross-functional partnerships with Operations, Complaints leadership, HR, Finance, Analytics, Risk, Compliance, and Technology
• Perform other duties and/or special projects as assigned

• Bachelor’s degree;
  Or in lieu of Degree, 14+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO)
• 10+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO)
• Demonstrated experience modernizing planning processes and operating models (standardization, automation, governance, adoption)
• Strong analytical background with experience in probabilistic forecasting, scenario planning, and translating analytics into executive recommendations.
• Proven ability to influence and drive alignment across senior stakeholders; strong executive communication skills (written, verbal, and presentation)
• Proficiency with analytics tools and data environments (e.g., Python/R/SAS/SQL) and BI tools (Power BI/Tableau)
• Ability and flexibility to travel for business as required

Demonstrates expertise in enterprise-wide capacity planning and forecasting, utilizing advanced analytical techniques such as probabilistic forecasting and scenario planning. Proven ability to modernize planning processes and drive cross-functional collaboration to optimize operational performance and financial outcomes.

• Capacity Planning
• Probabilistic Forecasting
• Process Automation
• Executive Communication
• Analytics Tools Proficiency

• Forecasting
• Workforce Planning
• Operations Research
• Data Analysis
• KPI Optimization
• Scenario Planning
• Performance Management
• Continuous Improvement

• Influencing Stakeholders
• Cross-Functional Collaboration
• Coaching and Development

• Financial Services
• Contact Centers
• BPO
• High-Volume Environments

• Python
• R
• SAS
• SQL
• Power BI
• Tableau