Capacity Planner II
One Call

Capacity Planner II

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of "getting people the care they need when they need it." We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe,and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range: $55700 - $83500 Salary

This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $55700 - $83500 Salary

Benefits Summary:
In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you.

• Opportunities to work from home

• Competitive wages with opportunities to earn annual merit increases

• Paid development hours to use for professional and community development!

• 18 days of Paid Time plus 8 company holidays, and 2 personal days per year

• $1,000 Colleague Referral Program

• Enterprise Recognition Program rewarding colleagues for their extraordinary work

• Exclusive discounts on travel, activities, and merchandise via work discount program

• Colleague Assistance Program that provides free counseling and financial services

• Tuition Reimbursement Program including certifications

• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions

• Medical, dental, and vision insurance

• Pre-Tax FSA and HSA health savings accounts

• 401(k) matching

• Company paid life insurance

• Company paid short term and long-term disability

• Healthcare concierge

• Pet Insurance

• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.

JOB SUMMARY:

Analyzes contact center trends, including volume, pattern, and drivers, to forecast workload and staffing requirements to support various channels. Ensures service needs are met through accurate forecasting, data analytics and capacity planning. Forecast: create, track, maintain performance: volume (offered, assisted, abandoned), AHT, shrinkage and other performance drivers. Capacity Planning: utilize forecast to determine proper staffing needs on a rolling three (3) to six (6) months to achieve business metric goals. Work with WFO Manager for timely updates to the Capacity Plan and communication to Operations Leaders on staffing needs. Maintain Staffing Plan: create schedule sets in WFM business tools (such as Genesys). Identify schedule needs for optimal staffing.

Capacity Planner II

Intermediate role. Moderate skills with high level of proficiency. Has complete understanding of the WFO department. Applies advanced knowledge of various forecasting methodologies and tools. Applies advanced knowledge of the business, channels and their applications and processes. Works under general supervision with latitude for independent judgment. May consult with senior peers on more complex issues. Typically possesses 4-5 years of experience in operational and strategic workforce planning and analysis, creating long term staffing models, preferably for a call center environment.

GENERAL DUTIES & RESPONSIBILITIES:

Forecasting/Analytics: 65%

• Applies advanced knowledge of various forecasting methodologies and tools.
  
• Conducts multi-dimensional short term and long-term forecasting analysis to identify business issues related to workload planning.
  
• Creates short term and long-term forecasts (monthly, weekly, daily, interval) and staffing requirements based on historical trends, business growth and special events.
  
• Leads in the effort of building staffing strategies for optimization while achieving metric goals.
  
• Formulates and provides summary of analysis and recommendations to management and business leaders to assist in resolving business issues.
  
• Identifies and researches service level risks for problem resolution and management notification.
  
• Identifies scheduling opportunities and provides recommendations for staffing optimization.
  
• Provides advanced, in-depth analysis of workload factors for business areas with moderately complex multi-skill member contact areas.
  
• Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to business leadership or project teams.
  
• May participate in enterprise level projects representing Forecasting expertise.
  

Reporting: 20%

• Navigates data and other various obstacles to deliver work product.
  
• Extracts data from various databases and workforce management tools.
  
• Maintains performance metrics tracking and various reporting tools of actuals in comparison to goals, forecast and plan.
  

• Maintains an accurate events log detailing the reason for variance to forecast for all operational metrics.
  

Collaboration with Business Partners/Stakeholders: 15%

• Applies advanced knowledge of the business, channels and their applications and processes.
  
• Provides updates to Operations leaders according to the WFM calendar recapping business metric performance, drivers of performance, and any recommendations for staff optimization.
  
• Provides guidance and effectively partners with appropriate business leaders and representatives to integrate member channel demand into the overall forecasted need.
  

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Bachelor's Degree preferred.
  
• 2+ years of experience in forecast / capacity methodologies for large number of multi-skill/ multi-channel call center environment or 4+years of scheduling analytics for multi-skill / multi-location environment.
  
• Working knowledge of a Workforce Management system / tool (Genesys preferred).
  
• Experience utilizing and implementing forecasting methodologies for call centers with large number of multi-skill and multi-channel complexity.
  

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Experience with Microsoft Office and Microsoft Outlook required.
  
• Advanced Excel skills required.
  
• Ability to persuasively communicate ideas to Operations leadership.
  
• Ability to meet deadlines and complete tasks with minimal supervision.
  
• Excellent verbal and written communication skills.
  
• Must be an expert in Call Center functions, processes/ procedures, systems and performance metrics.
  

• Initiative, detailed oriented, strong analytical skills, and decisive decision-making skills.
  
• Detail orientation, strong analytical skills, and strong process orientation and analysis skills.
  
• Excellent organization and project management skills.
  
• Strong customer service orientation.
  

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:

• For roles located in office or home settings, this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear.
  
• For roles located in the field, this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
  
• The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
  
• Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
  
• The work environment utilizes florescent lighting; noise level is moderate.
  
• The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
  
• Reasonable accommodation will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
  
• Please be advised this job description is subject to change at any time.
  

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