Forecaster & Capacity Planner

Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation.

About the role

You are an experienced and strategic Forecaster & Capacity Planner who collaborates with financial teams, data analysts, and workforce managers to develop and deliver accurate, data-driven forecasts for 30, 60, and 90-day intervals, and long-term 6-month capacity planning. You will also serve as a bridge between our internal teams and external BPO partners, ensuring resource planning and operational efficiency.

• Collaborate with finance, data analysts, and operational leaders to analyze historical data, business trends, and market conditions to improve forecasting models.
• Provide relevant insights and recommendations for workforce adjustments to ensure service level agreements (SLAs) are met.
• Monitor and report on forecast accuracy, identifying variances and implementing improvements to forecasting processes.
• Use workforce management tools such as Zendesk, Playvox, or similar platforms to guide efficient forecasting and scheduling strategies.
• Develop capacity models that account for seasonal trends, product launches, and other business fluctuations.
• Present detailed forecasting reports and capacity plans to senior leadership.
• Implement best practices for continuous improvement in forecasting and workforce planning processes.

We are considering applicants for the location of Mexico City, Mexico.

About You

• Minimum of 5 years of experience in forecasting and capacity planning within a client facing role
• You have experience in workforce management for BPO partners.
• You are proficient in forecasting tools and methodologies.
• You have professional experience using workforce management platforms such as Zendesk, Playvox, or similar tools.
• You have the ability to interpret complex data sets to inform business decisions.
• You have experience managing and prioritizing multiple projects occurring on varying timelines.