Workforce Capacity Planner

Christian Care Ministry•Melbourne, FL

16d•$65,000 - $89,000•Onsite

About The Position

As a Workforce Capacity Planner, you will play a critical role in ensuring operational teams are optimally staffed, be responsible for staffing plan meetings, and fluctuating demand for services in a multichannel environment that delivers exceptional service to members and clients. The Workforce Capacity planner will use historical data, demand forecast, market and operational variables to develop accurate forecasts, staffing models, and performance insights that drive efficiency and continuous improvement.

Requirements

Forecasting abilities within an Omni-channel platform (i.e. voice, chat, email, text)
Strong understanding of contact center metrics
Advanced understanding of ACD and Workforce Management reporting principles
Strong knowledge of other MS Office programs (Excel, Word, Access, Outlook, PowerPoint, Copilot)
Strong multi-tasking, problem-solving, and analytical ability
Strong organizational and time management skills
Strong written and verbal communication skills
Analytical and problem-solving skills in a dynamic business environment
Strong statistical, advanced PC, and spreadsheet computer skills
Ability to adapt to various work environments and shifts to match needs of business operations
Associates degree with 5+ years’ Workforce Management experience in a call/contact center environment with knowledge of forecasting/scheduling software required, or equivalent education and experience combination
Prior experience in a mentor, lead, or manager role within a workforce team required

Nice To Haves

Associate’s or Bachelor’s degree preferred
Experience with Verint & Cisco environments preferred
3 years’ experience developing forecasts for a contact center environment.

Responsibilities

Develop long- and short-term volume forecasts and capacity plans, by site and skill to meet service level commitments within acceptable margin of error
Lead weekly forecast review meetings with business partners to communicate volume expectations and guide resource optimization
Partner with stakeholders to estimate staffing requirements for new product launches, program changes, and campaigns
Conduct deep-dive analysis to assess evolving workload impacts and generate insights into staffing needs and cost optimization opportunities
Provide analysis on historical performance metrics to inform strategic decisions; translate forecasts into strategic action plans, identifying optimal staffing levels by skill and channel to meet operational demands
Create ad-hoc reports to uncover impactful operational insights
Mentor team members on forecasting and capacity planning best practices
Utilize advanced Excel functions and the Erling C and Erlang X calculator for interval-level forecasting and staffing optimization
Identify root-cause to determine and quantify reasons for forecast variance and recommend changes to meet KPIs
Monitor external factors that may impact forecast volumes and communicate recommendations to key stakeholders
Inform and collaborate on hiring plans with leadership, training, and recruiting teams
Monitor real-time performance metrics (service level, ASA, AHT, occupancy) and intraday variances to adjust schedules or activities to maintain KPIs, identify risks and opportunities for remediation tactics
Assist in maintaining daily schedules and all activities, as needed, within workforce management and ACD systems
Contribute to the exercise and expression of Christian Care Ministry’s beliefs
All other duties as assigned

Benefits

100% paid Medical for employees/99% for family
Generous employer Health Savings Account (HSA) contributions
Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
6 weeks of paid parental leave (for both mom and dad)
Dental - two plans to choose from
Vision
Short-term Disability
Accident, Critical Illness, Hospital Indemnity
401(k) – up to 4% match on ROTH or Traditional contributions
Generous paid-time off and 11 paid holidays
Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
Employee Assistance Program including no cost, in-person mental health visits and employee discounts
Monetary Anniversary Awards Program
Monetary Birthday Awards