Omni-Channel Workforce Management Capacity Planner

Gainwell Technologies LLC•Any city, OH

4d•$56,600 - $80,900•Remote

About The Position

As an Omni-Channel Workforce Management Capacity Planner, you will support strategic workforce forecasting and capacity planning across omni-channel operations, including voice, email, chat, back-office processing, correspondence, and other non-voice workloads. You will analyze workload demand, identify key business drivers, and translate forecasts into staffing requirements that support operational performance and customer experience goals. You will partner with Operations, Finance, Training, Reporting, and global delivery teams to develop workforce plans, identify capacity risks, and provide data-driven recommendations that optimize staffing across multiple work channels.

Requirements

Bachelor's degree or equivalent experience.
1+ years of experience in workforce management, forecasting, capacity planning, or workforce analytics.
Experience supporting omnichannel environments (voice, email, chat, back-office, claims, correspondence, or other non-voice workloads).
Experience with multi-channel forecasting, staffing models, and capacity planning.
Experience translating workload forecasts into staffing requirements and workforce plans.
Experience with strategic forecasting, long-range planning, and forecast accuracy analysis.
Strong analytical, problem-solving, and communication skills.

Nice To Haves

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

Responsibilities

Support short- and long-term workforce forecasts across voice and non-voice channels, including email, chat, back-office processing, claims, correspondence, and other operational workloads.
Develop and maintain multi-channel forecasting models utilizing historical workload trends, productivity metrics, staffing data, and business drivers.
Translate workload forecasts into staffing and capacity requirements by incorporating attrition, hiring plans, training throughput, productivity assumptions, and skill mix requirements.
Analyze workforce capacity versus demand across multiple channels to identify staffing gaps, operational risks, and opportunities for optimization.
Support long-range capacity planning and scenario modeling to assess the impact of business growth, seasonal demand, process changes, automation, and service model changes.
Evaluate forecast accuracy, identify variance drivers, and recommend improvements to forecasting methodologies and capacity planning assumptions.
Provide workforce planning insights and recommendations related to hiring, cross-training, scheduling strategies, workload balancing, overtime, and resource allocation.
Partner with Operations, Finance, Training, Reporting, and global delivery teams to align workforce strategies with evolving business needs.
Translate complex workforce planning data into actionable insights for business leaders and operational stakeholders.
Utilize Verint, Excel, Power BI, and workforce management tools to support forecasting, planning, reporting, and workforce optimization initiatives.