Senior Workforce Management Capacity Planner

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

📋 Description

• Create and sustain both short- and long-term workforce forecasts by utilizing historical data on volume, productivity, shrinkage, staffing, and other pertinent business drivers.

• Convert anticipated demand into staffing and capacity needs by considering factors such as attrition, hiring timelines, training throughput, ramp curves, productivity, and skill mix.

• Assess capacity against demand to pinpoint staffing shortages, excesses, and operational risks.

• Develop scenario and what-if models to analyze changes in volume, productivity, service models, workflows, technology, and other business assumptions.

• Deliver data-informed recommendations for hiring, training, cross-training, overtime, vendor support, workload distribution, and delivery strategies.

• Evaluate forecast accuracy and variance drivers while continually enhancing forecasting models, assumptions, and capacity planning methodologies.

• Collaborate with Operations, Finance, Training, Reporting, and global delivery teams to facilitate workforce and financial planning.

• Simplify complex workforce data into clear, actionable insights for operational and business leaders.

• Utilize Verint, Excel, Power BI, and workforce planning models to enhance planning precision, efficiency, and decision-making.

• Engage regularly with Operations, WFM, Finance, Training, Quality, Reporting, Technology, and other cross-functional teams.

• Aid operational decision-making and impact strategies regarding hiring, training, staffing, capacity, service performance, and customer experience outcomes.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and experience.

• A minimum of 3 years of experience in workforce management, capacity planning, forecasting, operational planning, analytics, or related fields in customer experience operations.

• Proven track record of independently managing forecasting and capacity planning initiatives.

• Experience with workforce modeling and scenario analysis in complex, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar environments.

• Strong proficiency in Verint forecasting and planning functionalities.

• Advanced skills in Microsoft Excel.

• Familiarity with Power BI is preferred.

• NICE experience is advantageous.

• Previous collaboration with Finance on workforce or financial forecasting is desirable.

• Excellent analytical, critical-thinking, problem-solving, and decision-making skills.

• Strong communication abilities with the capacity to convert workforce data into actionable business insights.

• Experience working with U.S. and global delivery teams or in complex cross-functional settings.

🏝️ Benefits

• Work flexibility.

• Opportunities for learning and career advancement.

• Generous and flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.