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%
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