Senior Remote Workforce Capacity Strategist

RemoteFetch; West Sacramento (CA); Remote; USD 71,000 - 101,000; Full time

Benefits offered by this job

Flexible vacation

401(k) match

Health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a Senior Workforce Management Capacity Planner to convert demand into actionable workforce plans. You’ll forecast, model capacity, and advise on staffing strategies across US time zones and global delivery partners.

You will collaborate with Operations, Finance, Training, Reporting, and cross-functional teams to identify workforce needs and improve forecasting accuracy with Verint, Excel, and Power BI.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years of experience in workforce management, capacity planning, forecasting, operational planning, analytics, or related customer experience operations.
• Demonstrated experience independently managing forecasting and capacity planning workstreams.
• Experience with workforce modeling and scenario analysis in complex, multi-site, omnichannel environments.

Responsibilities

• Develop and maintain short- and long-term workforce forecasts using historical volume, productivity, shrinkage, staffing data, and business drivers.
• Translate forecasted demand into staffing and capacity requirements considering attrition, hiring timelines, training throughput, ramp curves, productivity, and skill mix.
• Analyze capacity versus demand to identify staffing gaps, surpluses, and operational risks.
• Build scenario and what-if models to evaluate changes in volume, productivity, service models, workflows, and technology.
• Provide data-driven recommendations for hiring, training, cross-training, overtime, vendor support, workload balancing, and delivery strategies.

Skills

Verint forecasting

Excel

Power BI

NICE experience

Education

Bachelor's degree

Tools

Verint

Job description

Gainwell Technologies is seeking a Senior Workforce Management Capacity Planner to convert demand into actionable workforce plans. You’ll forecast, model capacity, and advise on staffing strategies across US time zones and global delivery partners.

You will collaborate with Operations, Finance, Training, Reporting, and cross-functional teams to identify workforce needs and improve forecasting accuracy with Verint, Excel, and Power BI.