Capacity Strategist

As a Capacity Strategist, you will own and continuously improve the capacity models and scheduling blueprints specifically for our most Elite service offering. Working closely with your global ROC peers, you will ensure our premium support operates seamlessly across a 24/7 "follow-the-sun" model. This is not a typical high-volume contact center environment; our dedicated & designated agents provide white-glove service primarily through complex email cases and high-touch phone calls.

We are looking for a tinkerer and a builder. While you will heavily utilize Genesys Cloud to manage the core infrastructure, you are never satisfied with the baseline. When off-the-shelf solutions do not fit the unique nuances of a premium global service model, you build your own. You will leverage AI, custom automation, or scripting to design and endlessly refine bespoke forecasting and scheduling workflows, always looking for ways to make the models faster, smarter, and more accurate.

What You’ll Do:

• Continuous Model Improvement: You are obsessed with optimization. You will constantly test, tweak, and improve our forecasting models, using AI and custom automation to make sure our capacity plan is perfectly tuned to the realities of premium support.
• Global Capacity Modeling: Build and maintain our 30-to-365-day capacity plans tailored specifically to our high-touch, multi-region service tier. You will partner with Recruiting to show exactly when and where we need to hire across the globe to maintain strict white-glove SLAs.
• Tool Creation & WFM Mastery: Maximize the capabilities of Genesys Cloud, while simultaneously building your own custom solutions and algorithms for handling synchronous and asynchronous work across multiple time zones.
• Smart Scheduling: Generate and manage schedules that reflect the realities of premium support. You will utilize Genesys Cloud alongside your custom models to build flexible scheduling workflows that balance agent work-life balance with the demands of highly personalized, round-the-clock traveler care.
• System Configuration: Move shrinkage tracking (like PTO, training, and offline research time) out of spreadsheets and build automated ways to track and adjust for it directly within Genesys Cloud and custom ROC systems.
• Data Validation & Collaboration: Utilize ThoughtSpot dashboards, validate your custom models against system-generated outputs, and explain the math clearly to regional Operations managers so they understand the staffing plan for their specific geography.

What We’re Looking For:

• Experience: 3-5+ years in Workforce Management, specifically with a background in advanced capacity modeling and scheduling for premium, high-touch, or dedicated support models (heavy email and voice), multi-variable shrinkage modeling, and immediate to long term hiring plan architecture.
• The Optimizer Mindset: You are deeply analytical and love refining models. You have a track record of using AI, writing scripts, or building custom automated tools to improve how data is forecasted and scheduled.
• Tech-First Approach: You are comfortable working alongside data engineers and BI analysts. You understand how to pull data from modern stacks (Snowflake, BI dashboards) and feed it into Genesys Cloud or your own custom planning tools.
• Global Collaboration: You thrive in a distributed, asynchronous environment and have experience modeling for multi-site, multi-region teams supporting a 24/7 operation.
• Industry Context: Previous experience in the travel, hospitality, or aviation industry is a nice-to-have, as it helps to understand the unique seasonality of our business.
• Education: Bachelor's degree in Business, Industrial Engineering, Statistics, or a related field. However, we believe in capability over credentials—degrees may be waived for candidates demonstrating elite operational agility and relevant experience.