* build trend-based forecasts for each channel over different timeframes and confirm reliability with scenario and risk simulations.
* create capacity and hiring plans incorporating seasonality, marketing campaigns, sales projections, policy/product changes, and attrition; quantify impacts of aht, shrinkage, adherence, and occupancy.
* recommend scheduling strategies that balance sla/asa, cost, and agent experience; quantify impacts of aht, shrinkage, adherence, and occupancy.
* lead intraday/variance analysis and event/outage modeling; define corrective actions and run controlled experiments.
* 8+ years in contact center operations with deep experience across wfm and qa; track record delivering enterprise-impact analyses and programs as an individual contributor.
* expert proficiency with wem/wfm platforms (e.g., nice iex, verint, calabrio, playvox, zendesk wfm) and qa platforms (playvox, maestro qa, zendesk qa); strong system configuration and maintenance experience.
* advanced excel/google sheets and bi (tableau/power bi/looker); sql required; scripting/statistical modeling (python/r) and version control (git) a plus.
* familiarity with contact center support systems (e.g., telephony, chat, email, crm platforms, case management)* expert knowledge of erlang c/queueing concepts, sampling and calibration methods, and core cx metrics (sl, asa, aht, adherence, occupancy, csat/nps)* experience with experimentation (a/b, quasi-experimental), scenario analysis, and business casing; able to convert analysis into action with measurable results.
* strong program/project execution skills (agile/kanban familiarity, raid/raci, okrs); change management exposure (adoption measurement).
* executive communication; able to influence sr manager+ stakeholders and negotiate trade-offs; vendor evaluation and partnership management experience.
* six sigma/lean exposure* project/change management experience or certification (e.g., pmp, agile, prosci/adkar)* hands-on experience with ai/automation initiatives in support operations* experience in b2b support within the technology industry#j-*-ljbffr