Operations Resource Strategist (Workforce Manager)
About The Position
The Operations Resource Strategist serves as the primary resource for service capacity planning, forecasting, and resource optimization for the Member Services Bureau. This role analyzes operational data from call center systems, appointment scheduling platforms, case management tools, and outreach events to forecast demand and align staffing resources to service level goals. The Strategist works closely with bureau leadership, supervisors, and cross‑divisional partners to develop staffing models, scheduling scenarios, and contingency plans that ensure the right coverage for phone, virtual, in‑person, group interactions, benefits processing, and casework production. In addition to daily and long‑term capacity planning, this role leads operational analytics initiatives, supports customer experience improvements, identifies process and technology enhancements, and serves as a subject matter expert on resource optimization. This newly established position reflects ETF’s strategic focus on strengthening enterprise capacity planning and maturing operational management practices.
Requirements
- 3 to 5 years of experience in capacity planning, workforce planning, service operations analytics, or a similar operational planning role.
- Ability to analyze operational data and translate findings into staffing and workload recommendations.
- Experience supporting forecasting or capacity planning in a customer service, contact center, or operational environment.
- Strong proficiency in Microsoft Excel or similar tools for data analysis and reporting.
- Ability to develop staffing plans or scheduling scenarios aligned with service or production goals.
- Knowledge of service performance metrics such as service levels, response times, productivity, and throughput.
- Experience working with operational systems (call center platforms, scheduling tools, case management systems, etc.).
- Strong analytical and problem‑solving skills with high attention to detail.
- Ability to communicate complex information clearly to supervisors and leadership.
Nice To Haves
- Experience in a dedicated workforce management, capacity planning, or operations planning role.
- Experience balancing real‑time customer contact coverage with case processing or back-office workloads.
- Experience building or refining forecasting models using historical data and demand assumptions.
- Experience developing dashboards or working with BI teams to enhance reporting.
- Basic familiarity with workforce management or service optimization software.
- Experience supporting process improvement or operational efficiency initiatives.
- Experience working in the public sector or a regulated or benefits administration environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
