# Capacity Planning Lead

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Bengaluru, India
**Role:** Business Operations
**Experience:** 4+ years
**Skills:** Workforce Management, Capacity Planning, Forecasting, Excel, Google Sheets, Assembled, Data Analysis, Statistical Analysis, Looker, SQL, Generative AI
**Posted:** 2026-06-21

> 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.

## Job Description

## 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.

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