Senior Workforce Management Capacity Planner

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $70.8k - $101.1k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

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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

• 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 • Regularly collaborate with Operations, WFM, Finance, Training, Quality, Reporting, Technology, and other cross-functional teams • Support operational decision-making and influence hiring, training, staffing, capacity strategies, service performance, and customer experience outcomes

🎯 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 • Advanced Microsoft Excel skills • Experience with Power BI preferred • NICE experience beneficial • Experience partnering with Finance on workforce or financial forecasting desired • Strong analytical, critical-thinking, problem-solving, and decision-making skills • Excellent communication skills with the ability to translate workforce data into actionable business insights • Experience working across U.S. and global delivery teams or complex cross-functional environments

🏖️ 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