Link capacity decisions to KPI optimization across servicing and collections/recovery outcomes (e.g., ASA/abandon, AHT/productivity, quality, complaint cycle time, contact effectiveness, roll rates, cure rates, recovery income), balancing service, compliance, and cost-to-serve. Bachelor’s degree; Or in lieu of Degree, 14+ years of experience in forecasting, workforce/capacity planning, operations research, or workforce analytics in high-volume environments (financial services, contact centers, back-office operations, BPO).