[Remote] Workforce Capacity Planner

Note: The job is a remote job and is open to candidates in USA. Christian Care Ministry is a healthcare sharing ministry for Christians that aims to connect people to a Christ-centered community wellness experience. As a Workforce Capacity Planner, you will ensure operational teams are optimally staffed by developing accurate forecasts and staffing models based on historical data and demand forecasts.

Responsibilities

• Develop long- and short-term volume forecasts and capacity plans, by site and skill to meet service level commitments within acceptable margin of error
• Lead weekly forecast review meetings with business partners to communicate volume expectations and guide resource optimization
• Partner with stakeholders to estimate staffing requirements for new product launches, program changes, and campaigns
• Conduct deep-dive analysis to assess evolving workload impacts and generate insights into staffing needs and cost optimization opportunities
• Provide analysis on historical performance metrics to inform strategic decisions; translate forecasts into strategic action plans, identifying optimal staffing levels by skill and channel to meet operational demands
• Create ad-hoc reports to uncover impactful operational insights
• Mentor team members on forecasting and capacity planning best practices
• Utilize advanced Excel functions and the Erling C and Erlang X calculator for interval-level forecasting and staffing optimization
• Identify root-cause to determine and quantify reasons for forecast variance and recommend changes to meet KPIs
• Monitor external factors that may impact forecast volumes and communicate recommendations to key stakeholders
• Inform and collaborate on hiring plans with leadership, training, and recruiting teams
• Monitor external factors that may impact forecast volumes and communicate recommendations to key stakeholders
• Informs and collaborates hiring plans with leadership, training, and recruiting
• Monitor real-time performance metrics (service level, ASA, AHT, occupancy) and intraday variances to adjust schedules or activities to maintain KPIs, identify risks and opportunities for remediation tactics
• Assist in maintaining daily schedules and all activities, as needed, within workforce management and ACD systems
• Contribute to the exercise and expression of Christian Care Ministry’s beliefs
• All other duties as assigned

Skills

• Associates degree with 5+ years' Workforce Management experience in a call/contact center environment with knowledge of forecasting/scheduling software required, or equivalent education and experience combination
• 3 years' experience developing forecasts for a contact center environment
• Prior experience in a mentor, lead, or manager role within a workforce team required
• Forecasting abilities within an Omni-channel platform (i.e. voice, chat, email, text)
• Strong understanding of contact center metrics
• Advanced understanding of ACD and Workforce Management reporting principles
• Strong knowledge of other MS Office programs (Excel, Word, Access, Outlook, PowerPoint, Copilot)
• Strong multi-tasking, problem-solving, and analytical ability
• Strong organizational and time management skills
• Strong written and verbal communication skills
• Analytical and problem-solving skills in a dynamic business environment
• Strong statistical, advanced PC, and spreadsheet computer skills
• Ability to adapt to various work environments and shifts to match needs of business operations
• Manages ambiguity—Operates effectively, even when things are not certain or the way forward is not clear
• Communicate effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Organizational savvy—maneuvering comfortably through complex policy, process, and people-related organizational dynamics
• Customer Focus – Builds strong customer relationships and delivering customer-centric solutions; fully committed to serving members by prioritizing their needs first in alignment with CCM's programs' purpose
• Optimizes work processes—Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
• Humble – a mindset that honors others, shares credit, accepts critique and reflects an honest view of oneself
• Hungry – a diligent, self-motivated pursuit of excellence; eager to grow, serve, solve problems, and steward responsibility with tenacity
• Smart – emotional intelligence expressed through wise, thoughtful interaction; engaging others with discernment, restraint and relational awareness
• Associate's or Bachelor's degree preferred
• Experience with Verint & Cisco environments preferred

Benefits

• 100% paid Medical for employees/99% for family
• Generous employer Health Savings Account (HSA) contributions
• Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
• 6 weeks of paid parental leave (for both mom and dad)
• Dental - two plans to choose from
• Vision
• Short-term Disability
• Accident, Critical Illness, Hospital Indemnity
• 401(k) – up to 4% match on ROTH or Traditional contributions
• Generous paid-time off and 11 paid holidays
• Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
• Employee Assistance Program including no cost, in-person mental health visits and employee discounts
• Monetary Anniversary Awards Program
• Monetary Birthday Awards

Company Overview

• Christian Care Ministry (CCM) is a non-profit that administers Medi-Share, a healthcare sharing program where Christians come together to share each other’s medical bills. It was founded in 1993, and is headquartered in Melbourne, Florida, USA, with a workforce of 501-1000 employees. Its website is https://www.mychristiancare.org.

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