Strategic Workforce Planner

Doist; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision,

Life insurance

401(k) retirement plan with employer

Health Savings Account (HSA) & FSAs

PTO and disability leave

Employee Assistance Program (EAP)

Job summary

Point C Health is seeking a Workforce Manager to forecast workload, build staffing models, and optimize scheduling across operations in the United States. You will monitor real-time adherence, configure queues and forecasting inputs, and partner with IT/vendors to ensure performance improvements.

The role requires 2+ years in workforce management or call center analytics, strong Excel skills, and experience with WFM platforms. Excellent analytical abilities and attention to detail are essential.

Qualifications

• Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience).
• 2+ years’ Workforce Management or call center analytics experience.
• Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.).
• Advanced Excel skills (pivot tables, formulas, trend analysis).
• Strong analytical and problem-solving ability.
• Attention to detail and data accuracy.
• Experience supporting multi-site or multi-channel environments preferred.
• SQL, Power BI, or Zendesk “CRM” experience preferred.
• Knowledge of forecasting models preferred.
• Healthcare, contact center, or operations background preferred.

Responsibilities

• Analyze historical data to forecast call volume/workload trends.
• Develop short-term and long-term staffing models.
• Monitor real-time adherence and staffing levels.
• Recommend adjustments based on performance metrics.
• Build and maintain employee schedules.
• Manage shift bids, PTO planning, and staffing coverage.
• Support intraday management decisions.
• Ensure staffing aligns with service-level goals.
• Maintain Workforce Management platforms (e.g., Zendesk, ADP).
• Configure queues, skills, schedules, and forecasting inputs.
• Troubleshoot system issues and partner with IT/vendors.
• Support upgrades and enhancements.
• Partner with operations leaders on staffing strategies.
• Identify efficiency improvement opportunities.
• Support workforce planning meetings / Maintain documentation and process workflows.

Skills

Analytical thinking

Problem solving

Attention to detail

Advanced Excel

SQL/Power BI experience

Education

Bachelor’s degree in Business, Analytics, IT, or related field

Tools

Zendesk

HubSpot

Verint

NICE

Aspect

UKG

Genesys

SQL

Power BI

Job description

Point C Health is seeking a Workforce Manager to forecast workload, build staffing models, and optimize scheduling across operations in the United States. You will monitor real-time adherence, configure queues and forecasting inputs, and partner with IT/vendors to ensure performance improvements.

The role requires 2+ years in workforce management or call center analytics, strong Excel skills, and experience with WFM platforms. Excellent analytical abilities and attention to detail are essential.