Manager of Capacity & Financial Planning, Flex

• Advanced financial modeling & forecasting experience, including scenario planning and sensitivity analysis
• Ability to analyze large datasets, build predictive models, and translate insights into operational strategies
• Strong proficiency in Excel (power queries, pivot tables, complex models); experience with Sigma and SQL preferred
• Familiarity with workforce optimization models, queue-based staffing models, or multi-site, 24x7 operations forecasting preferred
• Experience supporting or collaborating with large-scale customer service teams, ideally with exposure to BPO environments
• Ability to work cross-functionally with Finance, Strategy, and CS Operations to align staffing with financial goals
• Knowledge of service level agreements (SLAs), occupancy modeling, and capacity planning
• Ability to bridge finance, strategy, and CS operations to drive efficiency and cost savings
• Strong presentation and stakeholder management skills, with experience influencing senior leadership
• Experience designing and optimizing flexible staffing models, including outsourcing strategies and cost trade-offs
• The ideal candidate will be responsible for data-driven decision-making, workforce scenario modeling, and financial forecasting to optimize staffing and operational costs

Desirable

• This role bridges Customer Service (CS) Operations, Strategy, and Finance, ensuring efficient resource allocation and financial planning for a 24x7, high-volume customer support team