WFM Global Capacity Planning Lead (m/f/d), Saint-Ouen

We are a strong global community connected by shared values, varied experiences, and a common goal — to grow with purpose. Our People Attributes reflect the values we live by and the mindset we bring to every challenge, every day.

We truly care for our employees, their individual needs, and their aspirations. We are a thriving community of thinkers, innovators, and individuals who share our purpose: We secure our future.

Tasks

GLOBAL CAPACITY PLANNING STRATEGY

• Define and continuously evolve the global Capacity Planning strategy, governance framework and operating model across all Business Units and Lines of Business.
• Establish global methodologies, standards and planning principles that drive consistency, scalability and decision-making across the organization.
• Translate business objectives, demand forecasts and operational targets into workforce capacity requirements and strategic staffing plans.
• Drive long-term workforce investment planning, supporting growth ambitions, operational readiness and financial objectives.
• Lead the development of scenario planning, predictive modelling and workforce optimization approaches to support decision-making under uncertainty.
• Define and maintain global planning assumptions, capacity planning models and sizing methodologies.
• Act as the global functional representative for Capacity Planning within Workforce Management and executive governance forums.
• Drive the alignment with Operations and OPS-Finance on staffing plans that meet budget constraints and respect operational targets (service level, reachability etc.).
• Partner across Forecasting, Scheduling, Operations, and Finance to ensure an integrated, end-to-end Workforce Management approach.
• Act as global SPOC for RSA LoB, ensuring full alignment across planning and operational teams.

OPERATIONAL CAPACITY GOVERNANCE & BUSINESS PARTNERSHIP

• Drive consistency and accountability for Capacity Planning activities across all Business Units, geographies and operational environments.
• Ensure capacity plans support agreed service, quality and customer experience objectives while respecting budget constraints and workforce availability.
• Provide visibility on workforce risks, staffing gaps and capacity constraints, recommending mitigation and contingency plans where required.
• Establish governance forums and operating rhythms to review workforce requirements, hiring plans and operational readiness.
• Ensure alignment between Forecasting, Capacity Planning and Scheduling functions across the end-to-end Workforce Management value chain.
• Promote continuous improvement of planning processes, methodologies and workforce management practices.
• Provide executive recommendations on workforce allocation, hiring plans, productivity assumptions and resource optimization opportunities.
• Support annual planning, budgeting and workforce strategy discussions by providing robust capacity assessments and scenario analysis.
• Evaluate the workforce implications of business growth, transformation initiatives, operational changes and new business opportunities.
• Influence senior leadership decisions through data-driven workforce insights, business cases and strategic recommendations.
• Certify that capacity plans are fully aligned with volume forecasts and incorporating feedback from scheduling teams for an end-to-end WFM value chain.
• Align capacity planning governance with LOB heads, regional ops leaders, and OPS-Finance partners.
• Monitor local KPIs (SLA, AHT, ASA, Shrinkage) and drive corrective action at global level.

EXECUTIVE REPORTING & INSIGHTS

• Design and deliver executive-level capacity dashboards and FTE sizing reports for senior leadership.
• Provide strategic insights and recommendations on workforce optimisation, cost efficiency, and service level delivery risk.
• Own the capacity planning performance framework and provide executive visibility on workforce capacity, staffing risks and resource utilization.
• Deliver executive dashboards, workforce planning reviews and strategic decision papers for senior stakeholders.
• Translate complex workforce analytics into actionable recommendations supporting business and operational decisions.
• Provide transparency on workforce investment effectiveness, capacity performance and future workforce requirements.
• Present workforce outlooks, staffing scenarios and capacity risks to executive leadership forums and governance committees.
• Warrant capacity planning input for business cases, tenders, and new business onboarding processes.
• Present capacity outlooks and risk assessments to executive leadership forums and steering committees.
• Ensure all capacity data and reporting meet quality, accuracy, and timeliness standards.

PEOPLE LEADERSHIP & DEVELOPMENT

• Build and lead a high-performing global capacity planning organization, fostering analytical excellence and business impact.
• Build a high-performance, analytically rigorous team culture focused on business impact.
• Act as the global representative for Capacity Planning in executive forums and strategic decision-making bodies.
• Define capability development priorities and succession plans for the Capacity Planning function.
• Drive strong cross-functional collaboration with Operations, HR, Finance, and other WFM functions.

Profile

EDUCATION & EXPERIENCE

• Bachelor's or Master's degree in Operations Research, Business Administration, Economics, Statistics, Engineering, Finance or a related discipline.
• Minimum 10 years of experience in Workforce Management, Capacity Planning, Operations Planning, Strategic Workforce Planning or related analytical leadership functions.
• Demonstrated experience operating within complex multi-country, multi-business-unit and matrix organizations.
• Proven track record developing global planning methodologies, governance frameworks and workforce strategies.
• Experience influencing senior stakeholders on hiring strategy, workforce investments, operational performance and cost optimization decisions.
• Strong experience leading teams and developing organizational capabilities.
• Fluency in English required; additional languages are an asset.
• TECHNICAL SKILLS
• Expert knowledge of Erlang C/A models, capacity planning methodologies, and FTE sizing techniques.
• Expert proficiency in Excel (advanced modelling), Power BI, and data visualisation.
• Deep familiarity with WFM platform management tools (Verint, NICE, Genesys) and BI tools.
• Strong financial modelling and business case development skills.
• Knowledge of WFM KPIs: SLA, AHT, ASA, Shrinkage, Occupancy, Attrition.
• COMPETENCIES
• Strategic Planning & Workforce Modelling (Expert): Defines and drives global capacity planning strategies by translating business objectives into robust workforce models and scalable operating frameworks.
• Business & Financial Acumen (Advanced): Applies strong commercial and financial understanding to balance cost efficiency, service performance, and long-term business sustainability.
• Forecasting & Scenario Planning (Advanced): Leverages advanced forecasting inputs and scenario modelling to anticipate demand shifts, assess risks, and enable proactive workforce decisions.