• Design, develop and maintain advanced analytical models to support operational contact forecasting, headcount planning, license forecasting and budget planning. • Develop forecasting models using statistical techniques such as time series, regression, machine learning. • Develop linear programming and heuristics based optimization models to recommend optimal headcount plans and schedules in a constrained environment. • Partner with internal stakeholder teams to understand the planning and forecasting related business problems and solve them to raise the bar for decision making. • Develop and maintain advanced forecasting models for key business metrics informing utilization of labor and staffing levels across in-house and outsourced teams using current trends and historical data • Partner with operational planning to understand the business context around headcount planning, workforce scheduling. • Highlight need for productivity efficiencies through data insights from budget and financial performance perspective • Establish and utilize best methods (statistical models, processes and software tools) in creating staffing forecasts • Present planning recommendations to leadership, drive timely decisions, and ensure clear and concise communication to all XFN stakeholders • Lead forecast and capacity planning meetings with stakeholders, reviewing recommended staffing forecasts and goals; Prepare, report, and communicate forecast measurements to management by defending recommendations with sound models and logic • Partner with operational leaders and finance team to support annual planning exercise in setting budget, internal targets on head count, efficiencies and other value creation objectives. • Partner with other analytical functions to get any data needed to be able to generate accurate forecasts • Support analysts in the forecasting team in reviewing technical, analytical and business work for the best possible quality and analyst’s growth. • Identify third parties, data solutions, and other innovative ways to evolve the planning and forecasting practice • Maintain a strong understanding of our evolving data warehouse and provide technical guidance across all of operations