Strategic Workforce Planner & Performance Specialist

Antidote Health Group; Kentucky; On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

401(k)

Paid vacation and sick time

Job summary

Antidote Health Group is seeking a Customer Success Workforce Planning and Performance Specialist in the United States to forecast demand patterns and convert them into practical staffing plans. You will collaborate with Operations, Training, Quality, Analytics, HR, Compliance, and Technology to balance member access and regulatory obligations while optimizing service levels and resource use.

Responsibilities include building and maintaining forecasts, translating demand into staffing, and

Qualifications

• Experience in workforce management for contact centers or service operations.
• Ability to build forecasts and staffing models, explain variance, and recommend actions.
• Advanced spreadsheet skills and data visualization experience.
• Strong written and verbal communication skills.

Responsibilities

• Develop and maintain forecasts for voice, chat, email, outbound, and case-based work.
• Translate demand forecasts into staffing requirements by channel, queue, tier, skill, language, location and time period.
• Model capacity with staffing levels, schedules, and shrinkage.
• Identify capacity gaps and present options balancing service, cost, compliance, and employee experience.
• Produce accurate workforce reporting for forecasts, staffing, capacity, schedules, and performance.

Skills

Workforce management

Forecasting

Scheduling

Multichannel operations

Data analysis

Communication

Open Enrollment/Regulatory awareness

Education

High school diploma or equivalent

Associate/Bachelor’s degree preferred or equivalent experience

Tools

Five9

NICE/Verint/Calabrio/Genesys/UKG

SQL/Power BI/Tableau

Job description

Antidote Health Group is seeking a Customer Success Workforce Planning and Performance Specialist in the United States to forecast demand patterns and convert them into practical staffing plans. You will collaborate with Operations, Training, Quality, Analytics, HR, Compliance, and Technology to balance member access and regulatory obligations while optimizing service levels and resource use.

Responsibilities include building and maintaining forecasts, translating demand into staffing, and