Omni-Channel Workforce Management Capacity Planner

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

As an Omni-Channel Workforce Management Capacity Planner, you will support strategic workforce forecasting and capacity planning across omni-channel operations, including voice, email, chat, back-office processing, correspondence, and other non-voice workloads. You will analyze workload demand, identify key business drivers, and translate forecasts into staffing requirements that support operational performance and customer experience goals.

You will partner with Operations, Finance, Training, Reporting, and global delivery teams to develop workforce plans, identify capacity risks, and provide data-driven recommendations that optimize staffing across multiple work channels

Your role in our mission

• Support short- and long-term workforce forecasts across voice and non-voice channels, including email, chat, back-office processing, claims, correspondence, and other operational workloads.
• Develop and maintain multi-channel forecasting models utilizing historical workload trends, productivity metrics, staffing data, and business drivers.
• Translate workload forecasts into staffing and capacity requirements by incorporating attrition, hiring plans, training throughput, productivity assumptions, and skill mix requirements.
• Analyze workforce capacity versus demand across multiple channels to identify staffing gaps, operational risks, and opportunities for optimization.
• Support long-range capacity planning and scenario modeling to assess the impact of business growth, seasonal demand, process changes, automation, and service model changes.
• Evaluate forecast accuracy, identify variance drivers, and recommend improvements to forecasting methodologies and capacity planning assumptions.
• Provide workforce planning insights and recommendations related to hiring, cross-training, scheduling strategies, workload balancing, overtime, and resource allocation.
• Partner with Operations, Finance, Training, Reporting, and global delivery teams to align workforce strategies with evolving business needs.
• Translate complex workforce planning data into actionable insights for business leaders and operational stakeholders.
• Utilize Verint, Excel, Power BI, and workforce management tools to support forecasting, planning, reporting, and workforce optimization initiatives.

What we're looking for

• Bachelor's degree or equivalent experience.1+ years of experience in workforce management, forecasting, capacity planning, or workforce analytics.
• Experience supporting omnichannel environments (voice, email, chat, back-office, claims, correspondence, or other non-voice workloads).
• Experience with multi-channel forecasting, staffing models, and capacity planning.
• Experience translating workload forecasts into staffing requirements and workforce plans.
• Experience with strategic forecasting, long-range planning, and forecast accuracy analysis.
• Experience with Verint, Excel, Power BI, NICE, or similar workforce planning and analytics tools preferred.
• Strong analytical, problem-solving, and communication skills.

What you should expect in this role

• Remote-based role within the United States 

• Must be willing to support PST

Applications for this position will be accepted until 10/5/2026

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The pay range for this position is $56,600.00 - $80,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.