Workforce Optimization Planner

Role Description

The Workforce Optimization Planner is responsible for proactively forecasting workforce demand by aligning capacity to ensure the right resources are available at the right time. This role will collaborate closely with cross-functional teams, such as operations and finance, to continuously refine forecasts and improve resource alignment based on evolving business needs and past performance insights.

LOCATION: This remote position requires that candidates reside in the following eligible states: Georgia, Florida, Pennsylvania, Kentucky, Texas, Wisconsin, Michigan.

Responsibilities:

• Lead - Optimization Execution
  • Create and manage optimized schedules that balance demand, employee preferences, and compliance requirements.
  • Execute intraday management by making real-time adjustments during demand fluctuations.
  • Monitor and analyze core KPIs such as schedule adherence, utilization/productivity rates, service level attainment (SLAs).
  • Identify process inefficiencies, bottlenecks, and waste, and drive continuous improvement initiatives.
  • Partner cross-functionally (Operations, HR, IT) to align workforce strategies with business needs.
  • Lead training and adoption of workforce tools, reporting, and planning best practices.
• Protect - Workforce Sustainability
  • Minimize unnecessary labor costs through overtime reduction and efficiency improvements.
  • Ensure consistent adherence to labor budgets and financial targets.
  • Protect service quality by maintaining reliable SLA performance and staffing coverage.
  • Monitor workforce balance to reduce burnout and attrition risks.
  • Administer and optimize WFO/WFM systems (e.g., NICE, Verint, Dayforce, ServiceNow) to ensure data accuracy and process integrity.
  • Ensure compliance with labor laws, scheduling policies, and rest requirements.
• Anticipate - Plan for the Business
  • Develop accurate demand forecasts using historical data, trends, and seasonal modeling.
  • Build capacity and staffing models to determine optimal headcount and skill mix.
  • Identify staffing gaps or surpluses early and recommend hiring, scheduling, or reallocation strategies.
  • Maintain high forecast accuracy (low variance) between projected and actual workload.

Qualifications

• Technical Expertise: WFM platforms, advanced Excel, data visualization (Power BI/Tableau).
• Analytical Skills: Forecasting, statistical modeling, scenario planning.
• Communication: Ability to translate complex data into actionable insights.
• Business Acumen: Understanding of operational workflows across environments like contact centers, healthcare, retail, or logistics.
• Experience: 3+ years of technical workforce planning experience.
• Education: Bachelor’s Degree in Operations Management, Supply Chain Management, Business Administration (or similar) OR equivalent years of experience.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Wellness program with resources for healthy living.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) for tax-free savings.
• Tuition reimbursement opportunities.
• Generous PTO so you can recharge.
• Paid holidays and sick time.
• Leave options to support life’s biggest moments.
• Life and Disability insurance through Unum.
• Voluntary coverage options for added peace of mind (Critical Illness, Accident, Hospital Indemnity, Legal, and Identity Protection).
• Employee Assistance Program (EAP) for free, confidential counseling and support.
• Backup care when you need it for children, elders, and pets through Care.com.
• Remote work options available for many roles.
• Flexible schedules in select positions.