Maintains workforce hiring plans, historical data, forecasts, schedules, rosters, and staffing models for call center programs. Analyzes call volume, average handle time, service levels, shrinkage, attrition, training, PTO, and productivity impacts to create 13-month forecasts and hiring plans. Collaborates with clients, operations, recruiting, training, IT, and support teams, documents assumptions, supports budget planning, and provides staffing guidance to achieve performance goals.