Senior Workforce Management Capacity Planner - Remote CA

Gainwell Technologies LLC•West Sacramento, CA

3d•$70,800 - $101,100•Remote

About The Position

As a Senior Workforce Management Capacity Planner, you will turn business demand into actionable workforce plans. You will support short- and long-term forecasting, capacity modeling, staffing strategy, and scenario planning to ensure workforce supply aligns with operational demand. You will partner with Operations, Finance, Training, Reporting, and global delivery teams to identify workforce needs, anticipate capacity risks, and provide data-driven recommendations.

Requirements

Bachelor's degree or equivalent combination of education and experience.
3+ years of experience in workforce management, capacity planning, forecasting, operational planning, analytics, or related customer experience operations.
Demonstrated experience independently managing forecasting and capacity planning workstreams.
Experience with workforce modeling and scenario analysis in complex, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar environments.
Strong working knowledge of Verint forecasting and planning capabilities and advanced Microsoft Excel skills.
Experience working across U.S. and global delivery teams or complex cross-functional environments.
Strong analytical, critical-thinking, problem-solving, and decision-making skills.
Excellent communication skills with the ability to translate workforce data into actionable business insights.

Nice To Haves

Experience with Power BI preferred; NICE experience is beneficial.
Experience partnering with Finance on workforce or financial forecasting desired.

Responsibilities

Develop and maintain short- and long-term workforce forecasts using historical volume, productivity, shrinkage, staffing data, and relevant business drivers.
Translate forecasted demand into staffing and capacity requirements incorporating attrition, hiring timelines, training throughput, ramp curves, productivity, and skill mix.
Analyze capacity versus demand to identify staffing gaps, surpluses, and operational risks.
Build scenario and what-if models to evaluate changes in volume, productivity, service models, workflows, technology, and other business assumptions.
Provide data-driven recommendations for hiring, training, cross-training, overtime, vendor support, workload balancing, and delivery strategies.
Analyze forecast accuracy and variance drivers and continuously improve forecasting models, assumptions, and capacity planning methodologies.
Partner with Operations, Finance, Training, Reporting, and global delivery teams to support workforce and financial planning.
Translate complex workforce data into clear, actionable recommendations for operational and business leaders.
Use Verint, Excel, Power BI, and workforce planning models to improve planning accuracy, efficiency, and decision-making.