Workforce Management Capacity Planner

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $56.6k - $80.9k / year

⏰ Full Time

🟢 Junior

🦅 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

• 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 evaluating 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 • Support business needs across U.S. time zones and global delivery partnerships • Collaborate regularly with Operations, WFM, Finance, Training, Quality, Reporting, Technology, and other cross-functional teams • Contribute to improved workforce planning, service performance, and customer experience outcomes

🎯 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 • Experience in multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred • Working knowledge of Verint forecasting and planning capabilities and Microsoft Excel • Experience with Power BI or other reporting and analytics tools preferred; NICE experience is beneficial • 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 • Experience working across U.S. and global delivery teams or cross-functional operational environments preferred

🏖️ 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