Call Center / Workforce Staffing Modeling SME

Saratoga Medical Center•Remote, US,

10h•Remote

About The Position

Saratoga Medical is seeking a Remote Call Center / Workforce Staffing Modeling SME for a full-time opportunity. This role involves developing staffing and workforce models for call or contact centers, with a focus on government or healthcare environments. The position requires a strong understanding of queuing theory and experience with government contract labor pricing. The ideal candidate will be proficient in Microsoft Excel and analytical modeling, with experience in workforce management platforms being a plus. Responsibilities include interpreting government requirements and supporting proposal cost volumes.

Requirements

Demonstrated experience developing staffing and workforce models for call or contact centers with approximately 50 or more agent FTEs.
Working knowledge of queuing theory, including Erlang C or equivalent workforce staffing methodologies.
Familiarity with government service contract labor pricing structures and how staffing models integrate with labor pricing.
Strong Microsoft Excel and analytical modeling skills.
Ability to interpret formal government requirements documents and extract quantifiable staffing requirements.
Prior experience supporting government proposal cost volumes or Basis of Estimate (BOE) development.

Nice To Haves

Experience supporting government or healthcare contact center environments.
Experience with workforce management platforms such as NICE, Verint, Genesys, or Aspect.

Responsibilities

Developing staffing and workforce models for call or contact centers with approximately 50 or more agent FTEs.
Supporting government or healthcare contact center environments.
Integrating staffing models with labor pricing for government service contracts.
Interpreting formal government requirements documents and extracting quantifiable staffing requirements.
Supporting government proposal cost volumes or Basis of Estimate (BOE) development.