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Christian Care Ministry · 3 weeks ago

Workforce Capacity Planner

United States

Full-time

Remote

Mid, Senior Level

$65K/yr - $89K/yr

5+ years exp

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.

Financial ServicesHealth CareNon Profit

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

Qualification

Forecasting abilitiesWorkforce Management experienceContact center metricsACD reporting principlesMS Office proficiencyStatistical skillsVerintCiscoProblem-solving skillsOrganizational skillsCommunication skillsAdaptabilityMentoring experience

Required

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

Preferred

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

Christian Care Ministry

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.

Founded in 1993

Melbourne, Florida, USA

501-1000 employees