• Build and refine detailed capacity models that translate strategic business plans into actionable workforce forecasts across multiple locations and skill sets. • Provide regular short-, mid-, and long-term workload projections—accounting for seasonality, hiring cycles, attrition, training timelines, and cross-functional initiatives. • Collaborate with business leaders to model the impact of product launches, marketing campaigns, policy changes, and evolving service goals on workforce demand. • Work closely with senior stakeholders across Operations, HR, Finance, Recruiting, and Training to ensure alignment of workforce strategy with organizational objectives. • Present forecasts, risks, and hiring plans with clear business rationale to senior leaders and decision-makers. • Develop and maintain strong, proactive relationships with business partners, serving as a trusted advisor on all workforce capacity topics. • Assisting the Sr. Director with the creation of operating budget plans • Execute on load balancing strategies, channel distribution, and intraday adjustments to maximize efficiency and meet SLA targets. • Monitor workforce adherence and performance KPIs, identifying patterns and opportunities to drive improvements in productivity and service delivery. • Lead and support exception management, schedule optimization, and variance analysis in real time and historically. • Performs any other related duties as required or assigned.