Workforce Management Capacity Planner
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Job Description
Workforce capacity planner forecasting demand and staffing needs for Gainwell Technologies, a healthcare technology company. Analyzing workforce data, capacity gaps, and operational risks across U.S. and global delivery teams.
Responsibilities:
- Support 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, productivity, and skill mix
- Analyze capacity versus demand to identify potential staffing gaps, surpluses, and operational risks
- Support scenario and what-if analysis evaluating changes in volume, productivity, workflows, service models, technology, and other business assumptions
- Provide data-driven insights supporting hiring, training, cross-training, overtime, workload balancing, and other staffing decisions
- Review forecast accuracy and variance drivers and help identify opportunities to improve forecasting and capacity planning assumptions
- Partner with Operations, Finance, Training, Reporting, and global delivery teams to support workforce planning activities
- Translate workforce data and trends into clear insights for operational and business partners
- Use Verint, Excel, Power BI, and workforce planning tools to support accurate and efficient workforce planning
- Support business needs across U.S. time zones and global delivery partnerships
- Collaborate regularly with Operations, WFM, Finance, Training, Quality, Reporting, Technology, and other cross-functional teams
- Contribute to improved workforce planning, service performance, and customer experience outcomes
Requirements:
- Bachelor's degree or equivalent combination of education and experience
- 1+ years of experience in workforce management, capacity planning, forecasting, operational planning, analytics, or related customer experience operations
- Experience supporting forecasting, capacity planning, workforce modeling, or related workforce planning activities
- Experience working with workforce data and identifying trends, variances, staffing needs, or capacity risks
- Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred
- Working knowledge of Verint forecasting and planning capabilities and Microsoft Excel
- Experience with Power BI or other reporting and analytics tools preferred; NICE experience is beneficial
- Strong analytical, critical-thinking, problem-solving, and organizational skills
- Strong written and verbal communication skills with the ability to explain workforce information to operational and non-technical audiences
- Experience working across U.S. and global delivery teams or cross-functional operational environments preferred
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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