Apply on Employer Site

Galls · 10 hours ago

Workforce Planner

Lexington, KY

Full-time

Onsite

Entry, Mid Level

2+ years exp

Galls is seeking a Workforce Planner who plays a vital role in ensuring optimal staffing and scheduling within the call center. The position is responsible for forecasting call volumes, analyzing historical trends, and developing workforce strategies that align with operational goals.

Hiring Manager

Emily Lewis

Responsibilities

Develop and maintain short- and long-term forecasts for call volumes, staffing needs, and shrinkage

Create and manage agent schedules to ensure coverage meets forecasted demand and service level targets

Monitor real-time adherence and intraday performance, making adjustments as needed to optimize staffing

Analyze historical data and trends to identify opportunities for process improvement and cost savings

Collaborate with operations leaders to understand business needs and incorporate them into workforce planning

Provide regular reporting and insights to leadership on staffing performance, forecast accuracy, and scheduling efficiency

Support workforce management systems and tools, ensuring data integrity and effective utilization

Participate in planning for seasonal peaks, special campaigns, and other volume-impacting events

Partner with HR and Training to align hiring and onboarding timelines with staffing forecasts

Qualification

Workforce management softwareData analysis toolsForecasting call volumesStaffing needs analysisAnalytical skillsManage prioritiesCommunicationCollaboration skills

Required

Bachelor's degree in Business, Statistics, Operations Management, or related field (or equivalent experience)

2+ years of experience in workforce planning or call center operations

Proficiency in workforce management software (e.g., NICE, Verint)

Strong analytical skills and experience with data analysis tools (Excel, SQL, etc.)

Excellent communication and collaboration skills

Ability to work in a fast-paced, dynamic environment and manage multiple priorities

Benefits

Excellent medical/dental and vision coverage— Eligible 1st day of the month after start date

401(k) retirement plan with company contribution (because you will retire someday)

Flexible benefits—choose what you like, ignore the rest

Generous employee discount

Vacation and Personal Time

Paid Holidays

Tuition reimbursement

Day Shifts Only

Company

Galls

We are PROUD TO SERVE AMERICA’S PUBLIC SAFETY PROFESSIONALS with great customer service and an unrivaled selection of uniforms, equipment, and logistics technologies.

Founded in 1967

Lexington, Ky, US

501-1000 employees