Workforce Management Capacity Planner
Job Summary
Supporting strategic workforce forecasting and capacity planning in a remote environment, the full-time Omni-Channel Workforce Management Capacity Planner will analyze workload demand across various channels, develop forecasting models, and provide data-driven recommendations to optimize staffing and operational performance.
Key responsibilities
- Support short- and long-term workforce forecasts across voice and non-voice channels
- Develop and maintain multi-channel forecasting models using historical data and business drivers
- Analyze workforce capacity versus demand to identify staffing gaps and operational risks
Required qualifications
- Bachelor's degree or equivalent experience
- 1+ years of experience in workforce management, forecasting, or capacity planning
- Experience supporting omnichannel environments, including voice, email, and chat
- Familiarity with Verint, Excel, Power BI, or similar workforce planning tools
- Experience with strategic forecasting and long-range capacity planning
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