• Forecast workload, volumes, and resource needs across customer support and related service teams • Analyze and interpret volume and productivity data from Salesforce and BI tools • Lead the optimization and data integrity of residential forecasting models • Build and maintain custom capacity plans and headcount reports • Update capacity plans monthly for accurate resource analysis • Present monthly headcount and forecast attainment reports to the senior leadership team • Partner with department leaders to translate new business processes into actionable headcount needs • Collaborate with BI and Data teams to ensure data accuracy • Identify and suggest innovative tools or methods to improve forecasting accuracy