Manager Capacity and Workce PlanningFramework Ventures • New York, New York, United States
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Manager Capacity and Workce Planning
Framework Ventures
- New York, New York, United States
- New York, New York, United States
Über
WHO YOU ARE We are looking for a Capacity and Workforce Planning Architect with strong experience in workforce management, demand forecasting, and SLA performance management. This role operates strictly under the direction of the Director – Process Excellence and is responsible for building capacity models, forecasting insights, and workforce analytics that enable stable service delivery, SLA adherence, and informed resourcing decisions. The ideal candidate brings a strong quantitative mindset, deep understanding of workforce dynamics, and the ability to connect demand, capacity, and performance outcomes in a structured, disciplined manner.
WHAT YOU’LL DO Capacity Planning & Workforce Modeling
Translate forecasted demand and workload drivers into short-term and long-term capacity requirements
Convert transaction volumes, handling effort, and productivity assumptions into accurate FTE and headcount models
Model Gross vs Net Capacity by accounting for:
Planned shrinkage (leave, holidays, training, meetings)
Unplanned shrinkage (absenteeism, attrition, operational disruptions)
Assess staffing risks and capacity gaps across peak and non-peak periods
Quantify the compounding impact of backlog carry‑over on future capacity and service levels
Demand Forecasting & Predictive Analysis
Analyze historical demand patterns to identify:
Long‑term volume trends
Seasonal demand fluctuations
Cyclical or event‑driven variations
Develop and maintain forward‑looking demand forecasts to support staffing and delivery planning
Assess forecast volatility and define buffer capacity requirements to protect SLA performance
Track forecast accuracy and bias, and continuously refine forecasting assumptions
SLA & Service Level Performance Management
Monitor and analyze SLA compliance, turnaround time (TAT), and productivity metrics
Diagnose SLA breaches to determine whether performance issues are driven by:
Demand spikes
Capacity shortfall
Productivity or execution gaps
Link capacity and workforce decisions directly to SLA outcomes and customer commitments
Support corrective and preventive action planning to stabilize service delivery
Workforce Performance & Operational Ratios
Analyze key workforce performance indicators including:
Utilization
Occupancy
Efficiency
Identify imbalance between workload, staffing, and productivity that affects service levels
Provide data‑driven recommendations to optimize staffing deployment and workload distribution
Insight & Decision Support
Develop scenario‑based What‑If analyses (Best‑Case, Worst‑Case, Most‑Likely) to support leadership decisions
Translate complex workforce and performance data into clear executive‑level insights
Highlight risks, trade‑offs, and capacity constraints before they impact SLAs
WHAT YOU’LL NEED
Bachelor’s degree in Business, Operations, Finance, Statistics, or a related discipline
8–10 years of experience in:
Workforce management
Capacity planning
Forecasting and demand analysis
SLA or service performance management roles
Strong understanding of end‑to‑end workforce planning concepts and service delivery dynamics
Proven ability to work with large operational datasets and derive actionable insights
High attention to detail and a methodical, execution‑oriented mindset
Experience operating within an enterprise service governance
We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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