AVP, Data Analytics - Forecasting and Capacity Planning

Location: Tempe, United States

Salary: $119,068–$198,378 per year

Company

Financial services firm supporting financial advisors and wealth management institutions with affiliation models, investment solutions, fintech tools, and practice management services.

What you will do

• Create and maintain enterprise contact center demand forecasts and staffing models.
• Develop and continuously improve long-term and short-term forecasts.
• Design capacity models supporting workforce strategy, hiring plans, and budget planning.
• Translate complex data into actionable insights and executive reporting.
• Partner with Operations, HR, and Finance to align workforce plans with business objectives.
• Drive transparent, repeatable, data-driven planning processes and recommend proactive workforce solutions.

Requirements

• 10+ years of workforce management experience focused on forecasting and capacity planning in a contact center environment.
• Expertise in forecasting, capacity planning, staffing strategy, shrinkage management, occupancy, and service-level performance.
• Experience with multi-skill, multi-channel contact center operations.
• Experience leading teams or large workforce planning initiatives.
• Proficiency with workforce management platforms and analytical tools such as NICE IEX, Excel, or Power BI.
• Bachelor’s degree or equivalent experience, with strong business acumen and stakeholder influence skills.

Nice to have

• Experience with the NICE suite, including IEX, CXOne, Nexidia, or ESP.
• Experience with omni-channel, back-office, and digital-channel forecasting and modeling.
• Familiarity with CRM data from Salesforce or Microsoft Dynamics.

Culture & Benefits

• Fast-paced, collaborative, client-focused, and team-oriented environment.
• Emphasis on creativity, continuous improvement, and innovation.
• 401(k) matching, health benefits, employee stock options, paid time off, and volunteer time off.
• Opportunities to influence workforce strategy and support organizational change.