Omni-Channel Workforce Management Capacity Planner

Gainwell Technologies

. Support short- and long-term workforce forecasts across voice and non-voice channels .

Posted 9/28/2026full-timeRemote • United StatesJunior💰 $56,600 - $80,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in workforce management and forecasting, utilizing tools like Verint and Power BI to analyze capacity and demand. Capable of translating complex data into actionable workforce planning insights while supporting omnichannel environments.

Highest-signal resume keywords

Workforce ManagementMulti-Channel ForecastingCapacity PlanningAnalytical SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Forecasting ModelsStaffing RequirementsWorkload BalancingAttrition AnalysisProductivity MetricsScenario ModelingForecast Accuracy AnalysisResource AllocationCross-TrainingOperational Risk Analysis

Soft Skills

Problem-SolvingCollaboration

Tools & Technologies

VerintExcelPower BINICEWorkforce Management Tools

Industry Keywords

Omnichannel EnvironmentsVoice WorkloadsNon-Voice WorkloadsStaffing ModelsWorkforce Analytics

About the role

Key responsibilities & impact

Support short- and long-term workforce forecasts across voice and non-voice channels
Develop and maintain multi-channel forecasting models using historical workload trends, productivity metrics, staffing data, and business drivers
Translate workload forecasts into staffing and capacity requirements, incorporating attrition, hiring plans, training throughput, productivity assumptions, and skill mix requirements
Analyze workforce capacity versus demand to identify staffing gaps, operational risks, and optimization opportunities
Support long-range capacity planning and scenario modeling
Evaluate forecast accuracy, identify variance drivers, and recommend improvements
Provide workforce planning recommendations on hiring, cross-training, scheduling, workload balancing, overtime, and resource allocation
Partner with Operations, Finance, Training, Reporting, and global delivery teams
Translate complex workforce planning data into actionable insights
Use Verint, Excel, Power BI, and workforce management tools for forecasting, planning, reporting, and optimization

Requirements

What you’ll need

Bachelor's degree or equivalent experience
1+ years of experience in workforce management, forecasting, capacity planning, or workforce analytics
Experience supporting omnichannel environments, including 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
Must be willing to support PST

Benefits

Comp & perks

Work flexibility
Learning and career development
Generous, flexible vacation policy
401(k) employer match
Comprehensive health benefits
Educational assistance
Leadership and technical development academies