[Hiring] Omni-Channel Workforce Management Capacity Planner @Gainwell Technologies LLC

Role Description

As an Omni-Channel Workforce Management Capacity Planner, you will support strategic workforce forecasting and capacity planning across omni-channel operations, including voice, email, chat, back-office processing, correspondence, and other non-voice workloads. You will analyze workload demand, identify key business drivers, and translate forecasts into staffing requirements that support operational performance and customer experience goals.

• Support short- and long-term workforce forecasts across voice and non-voice channels, including email, chat, back-office processing, claims, correspondence, and other operational workloads.
• Develop and maintain multi-channel forecasting models utilizing historical workload trends, productivity metrics, staffing data, and business drivers.
• Translate workload forecasts into staffing and capacity requirements by incorporating attrition, hiring plans, training throughput, productivity assumptions, and skill mix requirements.
• Analyze workforce capacity versus demand across multiple channels to identify staffing gaps, operational risks, and opportunities for optimization.
• Support long-range capacity planning and scenario modeling to assess the impact of business growth, seasonal demand, process changes, automation, and service model changes.
• Evaluate forecast accuracy, identify variance drivers, and recommend improvements to forecasting methodologies and capacity planning assumptions.
• Provide workforce planning insights and recommendations related to hiring, cross-training, scheduling strategies, workload balancing, overtime, and resource allocation.
• Partner with Operations, Finance, Training, Reporting, and global delivery teams to align workforce strategies with evolving business needs.
• Translate complex workforce planning data into actionable insights for business leaders and operational stakeholders.
• Utilize Verint, Excel, Power BI, and workforce management tools to support forecasting, planning, reporting, and workforce optimization initiatives.

Qualifications

• Bachelor's degree or equivalent experience.
• 1+ years of experience in workforce management, forecasting, capacity planning, or workforce analytics.
• Experience supporting omnichannel environments (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.

Requirements

• Remote-based role within the United States.
• Must be willing to support PST.
• Applications for this position will be accepted until 10/5/2026.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Variety of leadership and technical development academies to help build your skills and capabilities.