About the team At reputed company, we’re reimagining real estate to make it easier to unlock life’s next chapter. Our CX Operations team is a critical part of that experience—supporting customers and partners at key moments with speed, care, and expertise. The Workforce Management team ensures we have the right people, in the right place, at the right time to deliver a seamless customer experience. We partner closely with Operations, Product, Finance, and People teams to balance service quality, efficiency, and employee experience at scale. About the role We are seeking a Principal, Workforce Management to evolve our strategic capacity and workforce planning across the organization. This role combines deep expertise in capacity planning, forecasting, and resource optimization with broader leadership in workforce strategy and WFM best practices. You will act as a thought leader and subject matter expert, shaping how we forecast demand, allocate resources, scale operations efficiently, and measure the effectiveness of both digital and human-led initiatives on our operations. You will build and operationalize scenario planning frameworks and “what if” analyses to assess demand variability, staffing impacts and cost implications. This role goes beyond execution—driving innovation, synthesizing complex data into strategic insights, influencing senior stakeholders, evolving capacity models, and linking WFM strategy to business performance. You won’t just improve existing systems—you’ll define what great looks like for WFM at reputed company. What you’ll do: Advance reputed company’s WFM strategy for evolving CX operations Lead the design and execution of demand forecast and scenario-based capacity planning models for reputed company products, new lines of business, and non-traditional contact center scenarios to predict future staffing requirements, considering factors like seasonality, business growth, evolving technology integration and project pipelines Establish scalable frameworks for forecasting, capacity planning, and resource optimization across multiple channels (voice, chat, email, ticketing, etc), incorporating non-human driven resources into future cost models (API calls, automated SMS texts, etc) Engage with program and business partners, data science, operations, vendor management and finance teams to align on assumptions, inputs, and outputs for capacity planning models Serve as the enterprise subject matter expert for capacity planning, forecasting, and workforce strategy, ensuring consistent methodology and alignment across all planning teams. Act as a consultant for new business and/or models Drive WFM Excellence Develop and implement strategic workforce plans that align with organizational goals across different time horizons, including identifying opportunities for AI and automation to enhance efficiency Evaluate and introduce new technologies, automation, and AI-driven planning approaches to improve forecasting methodologies (regression, multi-variable simulation, LLM/AI models and other advanced techniques as appropriate) Define and measure the impact of both digital and human-led initiatives on capacity inputs, providing clear, actionable insights to leadership on risks, trade-offs, and opportunities Drives continuous improvement of WFM practices, with a focus on the application of AI/ML to improve accuracy and efficiency Influence and lead across teams Act as a trusted advisor to senior leadership on workforce strategy and operational readiness Consult cross-functionally to shape the hiring, budgeting and operational strategy decisions for complex, ambiguous initiatives spanning multiple teams and systems Role model best-in-class workforce planning practices, setting the standard for analytical rigor, strategic thinking, and decision-making across the WFM team This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions. In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $131,700.00 - $210,300.00 annually. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and reputed company the standard base pay range for this role is $125,100.00 - $199,900.00 annually. reputed company pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be pa