* 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-18808-Ljbffr