Capacity Planning Lead
Leads capacity forecasting and staffing plans for Coinbase’s consumer support operations across queues, markets, and workforce types. The role requires strong Workforce Management expertise, analytical modeling skills, and cross-functional communication to balance service levels, employee experience, flexibility, and cost.
About the job
Responsibilities
- Own forecasts and short-range capacity plans across multiple consumer support queues and markets, translating volume, average handle time (AHT), and shrinkage trends into staffing requirements and coverage plans.
- Use hybrid human–AI tooling to build and maintain capacity models for support channels and workforce structures.
- Create multi-scenario staffing plans that model trade-offs among customer experience/service levels, employee experience, operational flexibility, and cost effectiveness.
- Partner with vendor management and BPO partners to ensure staffing targets and contractual service-level agreements are met at the interval level.
- Collaborate with CX Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities.
- Analyze forecast misses and improve forecasting methodology using statistical and data-driven approaches.
- Automate and streamline planning processes to reduce manual effort and improve output accuracy and scalability.
- Communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership.
- Use generative AI responsibly, maintaining human oversight to deliver business-ready outputs and improve workflow efficiency, cost, and quality.
Requirements
- Minimum 4 years of relevant Workforce Management experience, including capacity planning and forecasting.
- Experience building and maintaining capacity models.
- Strong proficiency in Excel and/or Google Sheets.
- Experience with WFM platforms such as Assembled or comparable tools.
- Experience planning across multiple support channels and both FTE and vendor/BPO workforces.
- Ability to analyze large datasets, identify trends, model scenarios, and translate quantitative outputs into operational recommendations.
- Strong analytical and data-driven workforce decision-making skills.
- Excellent written and verbal communication skills.
- Flexibility and adaptability in a high-growth, fast-paced organization.
Nice to Have
- Experience with BI tools such as Looker.
- SQL experience.
- Familiarity with agentic or AI-assisted planning tools.
- Experience in technology or fintech.
Compensation
- Annual base salary: ₹2,755,300–₹2,755,300 INR.
- Total compensation may also include equity, bonus eligibility, and medical, dental, and vision benefits.
Skills
Workforce Management, Capacity Planning, Forecasting, Excel, Google Sheets, Assembled, Data Analysis, Statistical Analysis, Looker, SQL, Generative AI
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