Workforce Management Capacity Planner - Remote CA

Gainwell Technologies LLC•West Sacramento, CA

3d•$56,600 - $80,900•Remote

About The Position

As a Workforce Management Capacity Planner, you will support accurate workforce forecasting and capacity planning by analyzing historical data, identifying demand drivers, and translating workload forecasts into staffing requirements. You will partner with Operations, Finance, Training, Reporting, and global delivery teams to help identify workforce needs, capacity gaps, and operational risks that support effective workforce planning and business decisions.

Requirements

Bachelor's degree or equivalent combination of education and experience.
1+ years of experience in workforce management, capacity planning, forecasting, operational planning, analytics, or related customer experience operations.
Experience supporting forecasting, capacity planning, workforce modeling, or related workforce planning activities.
Experience working with workforce data and identifying trends, variances, staffing needs, or capacity risks.
Working knowledge of Verint forecasting and planning capabilities and Microsoft Excel.
Strong analytical, critical-thinking, problem-solving, and organizational skills.
Strong written and verbal communication skills with the ability to explain workforce information to operational and non-technical audiences.

Nice To Haves

Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred.
Experience with Power BI or other reporting and analytics tools preferred; NICE experience is beneficial.
Experience working across U.S. and global delivery teams or cross-functional operational environments preferred.

Responsibilities

Support 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, productivity, and skill mix.
Analyze capacity versus demand to identify potential staffing gaps, surpluses, and operational risks.
Support scenario and what-if analysis to evaluate changes in volume, productivity, workflows, service models, technology, and other business assumptions.
Provide data-driven insights supporting hiring, training, cross-training, overtime, workload balancing, and other staffing decisions.
Review forecast accuracy and variance drivers and help identify opportunities to improve forecasting and capacity planning assumptions.
Partner with Operations, Finance, Training, Reporting, and global delivery teams to support workforce planning activities.
Translate workforce data and trends into clear insights for operational and business partners.
Use Verint, Excel, Power BI, and workforce planning tools to support accurate and efficient workforce planning.