Strategic Workforce & Capacity Planner

HUMAN QUALITY; United States; Remote; USD 229,000 - 274,000; Full time

Job summary

HUMAN QUALITY is seeking a Capacity Planning Specialist to support strategic capacity and staffing planning across languages and business lines. You will analyze demand, staffing, and performance data to identify future workforce needs and support hiring decisions, ensuring service levels are met.

The role requires strong analytical skills, high organization, and the ability to communicate insights and recommendations clearly across teams.

Qualifications

• Experience in Workforce Management, Capacity Planning, Forecasting or related field.
• Knowledge of capacity planning principles, including staffing requirements, occupancy, shrinkage, and service-level planning.
• Advanced English communication and experience with long-range planning across multiple languages or business lines.
• Experience with workforce management or capacity planning tools, preferably NiCE.
• Familiarity with data visualization and reporting tools.
• Intermediate to advanced knowledge of Excel.
• Proficiency with Word and Outlook.
• Excellent written and verbal communication skills.
• Strong analytical skills with high attention to detail.
• Creative problem-solving skills.
• Ability to work independently and multi-task.
• Ability to adapt in a changing work environment.
• Strong organizational and interpersonal skills.

Responsibilities

• Maintaining Long-Range Planners to determine hiring needs 6 months in advance.
• Reviewing Affiliate Partner staffing and language performance to identify and address areas of improvement.
• Completing staffing assessments.
• Providing status reports pertaining to staffing and performance.
• Filling in for other Capacity Planning Team Members, when needed.
• Attending meetings on behalf of the Capacity Planning Team.
• Responding to phone calls and email.
• Keeping WFM Team Leader and Manager advised of issues.
• Assisting with special projects and tasks.
• Working knowledge of AI-enabled tools and the ability to use them responsibly to improve efficiency, analysis, communication, and process documentation.

Skills

Forecasting

Capacity Planning

WFM (Workforce Management)

Data Analysis

English Communication

Multilingual Planning

Cross-functional Collaboration

Education

Bachelor's degree

Tools

NiCE

Excel

Word

Outlook

Job description

HUMAN QUALITY is seeking a Capacity Planning Specialist to support strategic capacity and staffing planning across languages and business lines. You will analyze demand, staffing, and performance data to identify future workforce needs and support hiring decisions, ensuring service levels are met.

The role requires strong analytical skills, high organization, and the ability to communicate insights and recommendations clearly across teams.