Senior Manager, Workforce Planning & Strategic Modeling

Summary
We are seeking an experienced Senior Manager for our Workforce Planning & Strategic Modeling group to support global, omni-channel customer experience (CX) operations across outsourced contact center partners. This role plays a critical part in building demand forecasts and translating into executable workforce plans - ensuring customer experience objectives are achieved while maintaining cost discipline and operational scalability.
This is a high-impact individual contributor role that owns the connection between forecasting, capacity planning, financial modeling, and partner delivery execution. The role works closely with CX Leadership, Operations, Finance, Product, and external BPO partners to ensure resources are aligned to customer demand across channels, regions, and languages. The position primarily operates during US business hours, with flexibility to support global coordination as needed.
Success in this role requires strong analytical skills, BPO Workforce management expertise, financial acumen, and the ability to influence a complex, global partner ecosystem in a fast-moving environment.
Responsibilities
Strategic Workforce & Capacity Planning -Develop and maintain short- and long-term volume forecasts across voice, digital, and omni-channel programs, regions, languages, and lines of business.Convert demand forecasts into staffing and capacity plans that balance service performance, contractual requirements, labor constraints, and budget targets.Continuously improve forecasting methodologies using historical trends, customer behavior, and operational drivers such as releases, launches, policy updates, and tooling changes.Partner with BPO Workforce Management and CX Operations teams to validate assumptions and ensure plans are both accurate and executable.
Strategic Modeling & Decision Support -Own labor and financial scenario modeling to support CX leadership decision-making.Serve as a thought partner to CX Leadership, Operations, Product, and Learning & Development on initiatives that impact volume, staffing, or cost.Evaluate workforce and cost implications of new channels, tools, operating models, and delivery strategies.Provide clear, data-driven recommendations to inform prioritization and investment decisions.
Financial Planning & Cost Management -Partner closely with Finance to support global CX labor planning and budgeting.Build and maintain driver-based cost models connecting volume, AHT, shrinkage, occupancy, productivity, and staffing assumptions.Perform forecast-to-actual analysis, clearly articulating variances, drivers, and risks to stakeholders.
Performance Monitoring & Partner Insights -Analyze productivity, efficiency, service performance, and cost metrics across partners and channels.Identify optimization opportunities that improve efficiency while protecting customer experience and partner employee engagement.Deliver actionable insights that support performance improvement and long-term planning.Contribute to ongoing improvement of forecasting, planning, and capacity management processes using WFM and planning tools.
Cross-Functional & Partner Collaboration -Work closely with CX Operations, Finance, Procurement, Product, Release Planning, Learning & Development, and Tools & Technology teams.Ensure workforce and financial plans stay aligned with operational execution, deployment timelines, and strategic priorities.Support strong communication and planning rigor across internal teams and external partners.
Requirements7+ years of experience in Workforce Management, Forecasting, Capacity Planning, FP&A, or a related analytical discipline.Strong experience supporting outsourced or BPO contact center environments.Deep understanding of CX and contact center metrics such as AHT, SLA, ASA, Abandon Rate, Occupancy, Shrinkage, and Productivity.Demonstrated ability to build and maintain complex, driver-based forecasting and financial models.Proven experience partnering with Finance on budgeting, forecasting, and variance analysis.Advanced Excel and analytics skills; experience with WFM platforms and CX tooling strongly preferred.Soft SkillsHighly analytical with strong financial and operational judgment.Comfortable operating independently in fast-paced, ambiguous environments.Able to translate complex analyses into clear insights and executive-ready recommendations.Strong communicator capable of influencing cross-functional teams and external partners.Balances attention to detail with strategic perspective and customer impact.

Skills and Requirements – add details here

7+ years of experience in Workforce Management, Forecasting, Capacity Planning, FP&A, or a related analytical discipline.Strong experience supporting outsourced or BPO contact center environments.Deep understanding of CX and contact center metrics such as AHT, SLA, ASA, Abandon Rate, Occupancy, Shrinkage, and Productivity.Demonstrated ability to build and maintain complex, driver-based forecasting and financial models.Proven experience partnering with Finance on budgeting, forecasting, and variance analysis.Advanced Excel and analytics skills; experience with WFM platforms and CX tooling strongly preferred.Soft SkillsHighly analytical with strong financial and operational judgment.Comfortable operating independently in fast-paced, ambiguous environments.Able to translate complex analyses into clear insights and executive-ready recommendations.Strong communicator capable of influencing cross-functional teams and external partners.Balances attention to detail with strategic perspective and customer impact.