Workforce Management Capacity Planner

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

📋 Description

• Assist in generating both short- and long-term workforce forecasts by utilizing historical data on volume, productivity, shrinkage, staffing, and relevant business factors.

• Convert anticipated demand into staffing and capacity needs, taking into account attrition, hiring timelines, training throughput, productivity levels, and skill mix.

• Evaluate capacity against demand to pinpoint potential staffing shortages, surpluses, and operational risks.

• Facilitate scenario planning and what-if analyses to assess the impacts of changes in volume, productivity, workflows, service models, technology, and other business premises.

• Deliver data-driven insights that inform decisions on hiring, training, cross-training, overtime, workload balancing, and other staffing strategies.

• Assess forecasting accuracy and variance factors, assisting in identifying opportunities for enhancements in forecasting and capacity planning assumptions.

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

• Interpret workforce data and trends into actionable insights for operational and business stakeholders.

• Employ Verint, Excel, Power BI, and workforce planning tools to facilitate precise and effective workforce planning.

• Address business requirements across U.S. time zones and global delivery collaborations.

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

• Contribute to enhanced workforce planning, service performance, and customer experience outcomes.

⛳️ Requirements

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

• Over 1 year of experience in workforce management, capacity planning, forecasting, operational planning, analytics, or related customer experience operations.

• Background in supporting forecasting, capacity planning, workforce modeling, or similar workforce planning activities.

• Familiarity with workforce data and the ability to identify trends, variances, staffing requirements, or capacity risks.

• Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or comparable service environments is preferred.

• Proficient knowledge of Verint's forecasting and planning functionalities and Microsoft Excel.

• Experience with Power BI or other reporting and analytics tools is advantageous; familiarity with NICE is a plus.

• Strong analytical, critical-thinking, problem-solving, and organizational abilities.

• Excellent written and verbal communication skills, capable of conveying workforce information to both operational and non-technical audiences.

• Experience collaborating with U.S. and global delivery teams or in cross-functional operational settings is preferred.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Generous and adaptable vacation policy.

• 401(k) employer matching.

• Comprehensive health care benefits.

• Educational assistance programs.

• Leadership and technical development academies.