Capacity Planner - Workforce

Job Responsibilities

• Partner with cross-functional stakeholders to understand proposed initiatives, scope, timing, and operational implications
• Analyze operational and workforce data to assess potential impacts to capacity, service performance, and cost
• Define and document key assumptions, risks, and dependencies tied to proposed changes
• Translate business concepts into measurable drivers (e.g., volume, handle time, utilization, service targets)
• Collaborate with Workforce Planning and Finance to quantify staffing and financial impacts
• Prepare clear, executive-ready summaries and recommendations to support decision-making
• Support post-implementation reviews to validate projected vs. actual outcomes

Job Qualifications

• 5+ years of experience in BPO Workforce Management - Capacity Planning
• Forecasting experience
• Knowledge on Erlang Method
• Experience supporting contact center or back-office operations
• Strong analytical skills with demonstrated experience working with complex operational data and performance metrics
• Experience presenting findings and recommendations to senior leaders
• Advanced proficiency in Excel and data analysis tools
• Ability to manage multiple initiatives and deadlines in a fast-paced environment
• Short & Long term forecasting
• Handled campaigns with more than 400 HC
• Experience in FTE Billing model planning

Preferred Qualifications

• Bachelor’s degree in Business, Finance, Economics, Mathematics, Data Analytics, or related field
• Experience in healthcare or regulated industries
• Experience working within enterprise planning or forecasting processes
• Familiarity with Workforce Management (WFM) platforms such as NICE, Verint, or Aspect

WHAT WE OFFER:

• Market Competitive Pay Levels
• Retirement Plan
• Medical Plan (HMO) from Day 1 of employment
• Dental, Medical, and Optical Reimbursements
• Life and Disability Insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Annual Performance Based Merit Increases
• Employee Recognition
• Training and Staff Development
• Employee Referral Program
• Employee Volunteerism Opportunity
• All Mandatory Statutory Benefits

WHO WE ARE:

• Optum is the health care technology and innovation company of the UnitedHealth Group enterprise along with UnitedHealthcare.
• UnitedHealth Group is a health care and well-being company with a mission to help people live healthier lives and help make the health system work better for everyone.
• We’re a leading health solution and care delivery organization. Our work is complex, but our mission is simple: create a healthier world, with you at the center.
• As part of a Fortune 5 enterprise, we are improving the health care experience of over 125 million people around the world.
• Elevate your career with a leading health care company while improving lives.

Join us in evolving health care so everyone can have the opportunity to live their healthiest life. This is your opportunity to be part of a team that’s dedicated to Caring. Connecting. Growing together.