Workforce Management Capacity Planner
11 hours ago
As a Capacity Planner, you will grow and develop as you conduct and manage outcomes of various studies. You will be challenged to analyze, review, and forecast data for operational and business planning. As part of this elite team, you will be empowered to impact the health care system through the analysis and interpretation of data and presenting recommendations for business solutions.
Responsibilities:
Compile, analyze, review, forecast, and trend complex data
Present analysis and interpretation for operational and business review and planning
Support short and long term operational / strategic business activities through analysis
Develop recommended business solutions through research and analysis of data and business process and implement when appropriate
Support ad hoc operational/strategic business activities through analysis and reporting
Review and report on key operational metrics including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time
Perform other job-related work as assigned
Required Qualifications:
- 3+ years Capacity Planning/Forecasting and Model Building experience, Data Analysis, Financial Analysis/Planning in a BPO setting
- Experience in using WFM tools:
IEX, Genesys, CX1 and Amazon Connect - 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations,
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