• Develop and maintain accurate long-term forecasts (12-18+ months out) for staffing requirements, incorporating business growth trends, marketing campaigns, and seasonality. • Create detailed capacity plans that match staffing supply with demand, considering hiring, training, attrition, and absenteeism, and deliver high-impact monthly business reviews to senior management. • Run complex simulations to model the impact of different scenarios, such as new product launches, changes in business hours, changes in workload distribution, or unexpected volume spikes. • Identify and analyze trends in historical data to provide insights that improve operational efficiency and agent productivity. • Provide foundational forecast data for contact center’s labor budget, aligning with the company’s financial goals. • Collaborate with key stakeholders (L&D, Recruiting, Finance, Delivery Team, etc.) to align workforce plans with business goals. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices • Act as a consultant for strategic initiatives by working with cross-functional teams to embed WFM insights into the planning stages of new projects. • Explore and implement more advanced predictive models, incorporating machine learning. • Act as a subject matter expert for the WFM planning software and processes. Identify opportunities for automation, AI incorporation, and improvements in accurate and efficient capacity plans.