Senior Workforce Management Capacity Planner
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Job Description
Senior capacity planner forecasting workforce demand for Gainwell Technologies, a healthcare technology company. Modeling staffing scenarios and advising hiring, training, and operational capacity strategies.
Responsibilities:
- Develop and maintain short- and long-term workforce forecasts using historical volume, productivity, shrinkage, staffing data, and relevant business drivers
- Translate forecasted demand into staffing and capacity requirements incorporating attrition, hiring timelines, training throughput, ramp curves, productivity, and skill mix
- Analyze capacity versus demand to identify staffing gaps, surpluses, and operational risks
- Build scenario and what-if models to evaluate changes in volume, productivity, service models, workflows, technology, and other business assumptions
- Provide data-driven recommendations for hiring, training, cross-training, overtime, vendor support, workload balancing, and delivery strategies
- Analyze forecast accuracy and variance drivers and continuously improve forecasting models, assumptions, and capacity planning methodologies
- Partner with Operations, Finance, Training, Reporting, and global delivery teams to support workforce and financial planning
- Translate complex workforce data into clear, actionable recommendations for operational and business leaders
- Use Verint, Excel, Power BI, and workforce planning models to improve planning accuracy, efficiency, and decision-making
- Regularly collaborate with Operations, WFM, Finance, Training, Quality, Reporting, Technology, and other cross-functional teams
- Support operational decision-making and influence hiring, training, staffing, capacity strategies, service performance, and customer experience outcomes
Requirements:
- Bachelor's degree or equivalent combination of education and experience
- 3+ years of experience in workforce management, capacity planning, forecasting, operational planning, analytics, or related customer experience operations
- Demonstrated experience independently managing forecasting and capacity planning workstreams
- Experience with workforce modeling and scenario analysis in complex, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar environments
- Strong working knowledge of Verint forecasting and planning capabilities
- Advanced Microsoft Excel skills
- Experience with Power BI preferred
- NICE experience beneficial
- Experience partnering with Finance on workforce or financial forecasting desired
- Strong analytical, critical-thinking, problem-solving, and decision-making skills
- Excellent communication skills with the ability to translate workforce data into actionable business insights
- Experience working across U.S. and global delivery teams or complex cross-functional environments
Benefits:
- Work flexibility
- Learning and career development
- Generous, flexible vacation policy
- 401(k) employer match
- Comprehensive health benefits
- Educational assistance
- Leadership and technical development academies
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