Workforce Management Capacity Planner - Remote CA

About the role

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.

Responsibilities

• 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.

Requirements

• 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

• 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.

Pay

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.

Benefits

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