Capacity Planning Lead
Core
Translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans to ensure compliance operations meet regulatory demand efficiently.
Role type
Senior IC Workforce Management (Capacity Planning) Lead
Builds
Short- and medium-range capacity plans, staffing requirements, and coverage plans for compliance queues across multiple markets
Domain
Fintech / Compliance Operations / Workforce Management
Required skills
Workforce Management (WFM) domain expertise, capacity planning, forecasting, Excel/Google Sheets proficiency, WFM platform experience (e.g., Assembled), multi-channel planning, FTE and vendor/BPO workforce management, large dataset analysis, statistical modeling, data-driven decision-making
Preferred skills
BI tools (Looker), SQL, agentic or AI-assisted planning tools, tech or fintech industry experience
Technologies
Excel, Google Sheets, Assembled, Looker, SQL
Responsibilities
Own forecasts and short-range capacity plans across multiple compliance queues and markets; Use hybrid human–AI tooling to build and maintain capacity models; Create multi-scenario staffing plans modeling trade-offs between Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness; Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met; Analyze drivers of forecast misses and continuously improve forecasting methodology; Automate and streamline planning processes to reduce manual effort and increase accuracy
Seniority
Senior, hands-on IC
