As a Workforce Capacity Planner, you will play a critical role in ensuring operational teams are optimally staffed, be responsible for staffing plan meetings, and fluctuating demand for services in a multichannel environment that delivers exceptional service to members and clients.
Requirements
- Develop long- and short-term volume forecasts and capacity plans, by site and skill to meet service level commitments within acceptable margin of error
- Lead weekly forecast review meetings with business partners to communicate volume expectations and guide resource optimization
- Partner with stakeholders to estimate staffing requirements for new product launches, program changes, and campaigns
- Conduct deep-dive analysis to assess evolving workload impacts and generate insights into staffing needs and cost optimization opportunities
- Provide analysis on historical performance metrics to inform strategic decisions; translate forecasts into strategic action plans, identifying optimal staffing levels by skill and channel to meet operational demands
- Create ad-hoc reports to uncover impactful operational insights
- Mentor team members on forecasting and capacity planning best practices
- Utilize advanced Excel functions and the Erling C and Erlang X calculator for interval-level forecasting and staffing optimization
- Identify root-cause to determine and quantify reasons for forecast variance and recommend changes to meet KPIs
- Monitor external factors that may impact forecast volumes and communicate recommendations to key stakeholders
- Inform and collaborate on hiring plans with leadership, training, and recruiting teams
- Monitor real-time performance metrics (service level, ASA, AHT, occupancy) and intraday variances to adjust schedules or activities to maintain KPIs, identify risks and opportunities for remediation tactics
- Assist in maintaining daily schedules and all activities, as needed, within workforce management and ACD systems
Benefits
- 100% paid Medical for employees/99% for family
- Generous employer Health Savings Account (HSA) contributions
- Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
- 6 weeks of paid parental leave (for both mom and dad)
- Dental - two plans to choose from
- Vision
- Short-term Disability
- Accident, Critical Illness, Hospital Indemnity
- 401(k) – up to 4% match on ROTH or Traditional contributions
- Generous paid-time off and 11 paid holidays
- Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
- Employee Assistance Program including no cost, in-person mental health visits and employee discounts
- Monetary Anniversary Awards Program
- Monetary Birthday Awards
