AVP, Data Analytics – Forecasting and Capacity Planning

• Lead workforce forecasting and capacity planning for a dynamic multi-skill, multi-channel contact center environment
• Own enterprise contact center demand forecasts, staffing models, and capacity plans
• Support the development and continuous improvement of long-term and short-term forecasts
• Design and maintain capacity models informing workforce strategy, hiring plans, and budget planning
• Translate complex data into clear, actionable insights and executive reporting
• Partner with Operations, HR, and Finance to align workforce plans with business objectives
• Ensure forecasting and planning processes are transparent, repeatable, and data-driven
• Maintain feedback loops with scheduling, real-time, and reporting teams
• Serve as a thought leader on workforce strategy and bring innovation and best practices to the function
• Anticipate future business and workforce needs and recommend proactive solutions
• Support change management efforts by helping leaders navigate organizational and business changes
• Influence stakeholders across varying perspectives to build alignment, drive decision-making, and achieve desired business outcomes

• 10+ years of workforce management experience with emphasis on forecasting and capacity planning in a contact center environment
• Expertise in forecasting, capacity planning, staffing strategy, shrinkage management, occupancy, and service-level performance
• Experience supporting multi-skill, multi-channel contact center operations
• Proven success leading teams and/or large workforce planning initiatives
• Expertise with workforce management platforms and analytical tools such as NICE IEX, Excel, Power BI, or similar solutions
• Strong business acumen and stakeholder influence skills
• Bachelor’s degree or equivalent experience
• Deep understanding of forecasting, staffing, scheduling, shrinkage, occupancy, and workforce planning best practices
• Strong understanding of contact center operations and associated KPIs
• Ability to develop and execute long-range workforce strategies
• Ability to translate complex information into clear, actionable recommendations
• Experience working with the NICE suite of contact center programs (IEX, CXOne, Nexidia, ESP) preferred
• Experience with omni-channel, back office, and digital channel forecasting and modeling preferred
• Familiarity with CRM data from platforms such as Salesforce and MS Dynamics preferred

Demonstrates expertise in workforce forecasting and capacity planning within a contact center environment, leveraging analytical tools and platforms to drive data-driven decision-making and align workforce strategies with business objectives.

• Workforce Management Experience
• Forecasting Expertise
• Capacity Planning
• Stakeholder Influence Skills
• NICE IEX Proficiency

• Forecasting
• Capacity Planning
• Staffing Strategy
• Shrinkage Management
• Occupancy Management
• Service-Level Performance
• Workforce Planning Best Practices
• Long-Range Workforce Strategies
• Data Analysis
• KPI Development

• Leadership
• Change Management
• Communication
• Collaboration
• Influencing Skills

• Contact Center Operations
• Multi-Skill
• Multi-Channel
• Omni-Channel Forecasting
• Back Office Forecasting
• Digital Channel Modeling

• NICE IEX
• Power BI
• Excel
• NICE CXOne
• Nexidia
• ESP
• Salesforce
• MS Dynamics