Omni-Channel Workforce Management Capacity Planner

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $56.6k - $80.9k / year

⏰ Full Time

🟢 Junior

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Gainwell Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

⚕️ Healthcare Insurance

💰 Grant on 2023-06

Consulting • Logistics • Healthcare Insurance

Gainwell Technologies is the nation’s leading provider of digital and cloud-enabled solutions across the human services and public health ecosystem. With a mission-driven approach, Gainwell serves clients in all 50 U. S. states, focusing on improving health outcomes and delivering intuitive, human-centered experiences. Their comprehensive suite of solutions includes Medicaid Enterprise modernization, data analytics, provider services, and pharmacy solutions, all designed to advance the future of healthcare and enhance community well-being.

📋 Description

• Support short- and long-term workforce forecasts across voice and non-voice channels • Develop and maintain multi-channel forecasting models using historical workload trends, productivity metrics, staffing data, and business drivers • Translate workload forecasts into staffing and capacity requirements, incorporating attrition, hiring plans, training throughput, productivity assumptions, and skill mix requirements • Analyze workforce capacity versus demand to identify staffing gaps, operational risks, and optimization opportunities • Support long-range capacity planning and scenario modeling • Evaluate forecast accuracy, identify variance drivers, and recommend improvements • Provide workforce planning recommendations on hiring, cross-training, scheduling, workload balancing, overtime, and resource allocation • Partner with Operations, Finance, Training, Reporting, and global delivery teams • Translate complex workforce planning data into actionable insights • Use Verint, Excel, Power BI, and workforce management tools for forecasting, planning, reporting, and optimization

🎯 Requirements

• Bachelor's degree or equivalent experience • 1+ years of experience in workforce management, forecasting, capacity planning, or workforce analytics • Experience supporting omnichannel environments, including 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 • Experience with Verint, Excel, Power BI, NICE, or similar workforce planning and analytics tools preferred • Strong analytical, problem-solving, and communication skills • Must be willing to support PST

🏖️ Benefits

• Work flexibility • Learning and career development • Generous, flexible vacation policy • 401(k) employer match • Comprehensive health benefits • Educational assistance • Leadership and technical development academies