• Analyze seasonal trends, historical contact volumes, and business growth drivers to forecast multi-channel demand and capacity requirements over 12–18 month horizons. • Incorporate third-party (BPO) capacity assumptions, contractual commitments, and ramp timelines into long-term forecasts. • Collaborate with vendor WFM teams to validate forecast inputs, challenge assumptions, and ensure alignment on workload distribution across internal and outsourced teams. • Partner with Finance, Operations, and Procurement to align hiring and vendor strategies with budgetary targets. • Evaluate and optimize the balance between in-house staffing and outsourced capacity, identifying opportunities to reduce overtime, minimize vendor overages, and improve cost efficiency. • Work closely with internal WFM and third-party WFM teams to translate long-term capacity plans into actionable hiring, scheduling, and vendor staffing strategies. • Ensure consistent planning methodologies, assumptions, and KPIs are used across internal and outsourced teams. • Facilitate regular planning cadences (weekly/monthly) with vendor partners to review staffing plans, forecast accuracy, and capacity risks. • Monitor service levels, shrinkage (absenteeism, training, breaks), occupancy, and adherence across both internal and vendor operations. • Partner with vendor WFM teams to identify performance gaps and implement corrective actions. • Ensure third-party teams are operating within defined SLAs, contractual obligations, and productivity targets. • Develop “what-if” models to evaluate the operational and financial impact of new product launches, marketing campaigns, seasonality, or unexpected volume spikes. • Include vendor scalability constraints, geographic distribution, and ramp timelines in scenario planning. • Proactively identify risks related to vendor capacity, attrition, or delivery challenges, and propose mitigation strategies. • Establish strong working relationships with third-party WFM leaders and analysts, acting as the primary liaison for planning and forecasting alignment. • Lead recurring governance meetings with vendors to review: - Forecast accuracy - Staffing plans and hiring progress - SLA performance - Capacity risks and mitigation plans • Drive continuous improvement initiatives with vendor partners to enhance forecasting accuracy, scheduling efficiency, and reporting consistency. • Develop and maintain dashboards and executive-level reporting that provide visibility into: - Capacity gaps (internal vs vendor) - Hiring pipelines and vendor ramp progress - Forecast accuracy and variance analysis - Cost and efficiency metrics • Deliver clear, actionable insights to senior leadership to support data-driven decisions on workforce and vendor strategy.