Omni-Channel Workforce Management Capacity Planner

Summary

Gainwell Technologies is a company focused on helping organizations improve healthcare operations and business performance. The Omni-Channel Workforce Management Capacity Planner supports strategic workforce forecasting and capacity planning across voice and non-voice operations, translating workload demand into staffing requirements. The role partners with cross-functional and global delivery teams to identify capacity risks and provide data-driven workforce optimization recommendations.

Responsibilities

• 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

Skills

• 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
• Strong analytical, problem-solving, and communication skills
• Experience with Verint, Excel, Power BI, NICE, or similar workforce planning and analytics tools preferred

Qualifications

Must Haves

• 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
• Strong analytical, problem-solving, and communication skills

Nice to Haves

• Experience with Verint, Excel, Power BI, NICE, or similar workforce planning and analytics tools preferred

Benefits

• All salaried, full-time candidates are eligible for our generous, flexible vacation policy
• A 401(k) employer match
• Comprehensive health benefits
• Educational assistance
• A variety of leadership and technical development academies to help build your skills and capabilities
• Work flexibility
• Career development