Omni-Channel Workforce Management Capacity Planner

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in both short-term and long-term workforce forecasting for voice and non-voice channels.

• Create and sustain multi-channel forecasting models utilizing historical workload patterns, productivity metrics, staffing information, and business drivers.

• Convert workload forecasts into staffing and capacity needs, factoring in attrition, hiring strategies, training throughput, productivity assumptions, and skill mix requirements.

• Assess workforce capacity against demand to pinpoint staffing shortfalls, operational risks, and opportunities for optimization.

• Aid in long-term capacity planning and scenario modeling.

• Review forecast accuracy, recognize variance drivers, and propose enhancements.

• Offer workforce planning advice on hiring, cross-training, scheduling, workload distribution, overtime, and resource management.

• Collaborate with Operations, Finance, Training, Reporting, and global delivery teams.

• Transform intricate workforce planning data into practical insights.

• Utilize Verint, Excel, Power BI, and workforce management tools for forecasting, planning, reporting, and optimization.

⛳️ Requirements

• A bachelor's degree or equivalent experience is required.

• At least 1 year of experience in workforce management, forecasting, capacity planning, or workforce analytics.

• Experience in supporting omnichannel environments, including voice, email, chat, back-office, claims, correspondence, or other non-voice workloads.

• Familiarity with multi-channel forecasting, staffing models, and capacity planning.

• Proven experience translating workload forecasts into staffing needs and workforce plans.

• Background in strategic forecasting, long-range planning, and forecast accuracy evaluation.

• Proficiency with Verint, Excel, Power BI, NICE, or similar workforce planning and analytics tools is preferred.

• Strong analytical, problem-solving, and communication abilities.

• Must be willing to work in PST.

🏝️ Benefits

• Flexibility in work arrangements.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance programs.

• Leadership and technical development academies.