**Job Track Description:** + Requires formal education and relevant expertise in a professional, sales, or technical area. + Performs technical-based activities. + Contributes to and manages projects. + Uses deductive reasoning to solve problems and make recommendations. + Interfaces with and influences key stakeholders. + Leverages previous knowledge and expertise to achieve results. + Ability to complete work self-guided. + College or university degree required. **General Profile** + Requires knowledge and experience in the field. + Uses best practices and business knowledge to improve products and services. + Solves complex problems and takes a new perspective on existing procedures. + Self-starter, requiring minimal guidance. + Acts as a resource for colleagues with less experience. **Functional Knowledge** + Requires conceptual expertise of theories, practices, and procedures. **Business Expertise** + Uses an understanding of key business drivers to accomplish own work. **Impact** + Impacts a range of customer, operational, project or service activities within teams. + Works within broad guidelines and policies. **Leadership** + No supervisory responsibilities. + Provides informal guidance to new team members. **Problem Solving** + Solves problems based on technical experience and judgment. **Interpersonal Skills** + Exchanges complex information and ideas effectively. **Responsibility Statements** + Develops business segment forecasts for capacity and resource planning by reviewing numbers of interactions, processing time, waste, attrition, etc. + Administers a 52-week capacity, staffing, and resource plan to manage up and downscaling of labor and resources. + Communicates directive guidelines for the WFM Schedulers to ensure schedules cover demand forecast while accounting for known constraints, planned events/holidays and business objectives. + Reviews performance, productivity, utilization, and occupancy to uncover trends and improve forecasting and capacity management. + Develops the program hiring strategy along with WFM Business Partner and Operational Leaders. + Coordinates with recruiting and/or operations leadership on the timing and quantity of new hire requisitions. + Performs other duties as assigned. + Complies with all policies and standards.