Workforce Management Capacity Planner

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

As a Workforce Management Capacity Planner, you will support accurate workforce forecasting and capacity planning by analyzing historical data, identifying demand drivers, and translating workload forecasts into staffing requirements.

You will partner with Operations, Finance, Training, Reporting, and global delivery teams to help identify workforce needs, capacity gaps, and operational risks that support effective workforce planning and business decisions.

Your role in our mission

• 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 to evaluate 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.

What we're looking for

• 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.

What you should expect in this role

• Remote position supporting business needs across U.S. time zones and global delivery partnerships.
• Regular collaboration with Operations, WFM, Finance, Training, Quality, Reporting, Technology, and other cross-functional teams.
• Work with workforce data, forecasts, staffing models, and business assumptions to support operational planning and decision-making.
• Opportunity to develop deeper expertise in forecasting, capacity planning, workforce modeling, and workforce analytics.
• Opportunity to contribute to improved workforce planning, service performance, and customer experience outcomes.

This position is being posted for pipeline purposes, and we welcome applications on an ongoing basis.

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The pay range for this position is $56,600 - $80,900 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.