Senior Manager, Capacity Planning & Reporting
Core
Develop staffing strategies and optimize digital resources to meet regulatory and quality requirements while achieving optimal cost-per-contact rates for clinical and non-clinical call centers.
Role type
Senior Manager, Capacity Planning & Reporting
Builds
Staffing plans, budget recommendations, regulatory reporting, agent scorecards, and continuous improvement initiatives.
Domain
Healthcare operations / Call center workforce management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Call center forecasting, workforce management, data analysis, budget management, process improvement (Lean/Six Sigma), CRM/WFM software proficiency, change management, strategic planning
Preferred skills
Master's degree, Lean Six Sigma Black Belt certification, multi-site operation experience (500+ seats)
Technologies
NICE WFM, Microsoft Office Suite (Word, Excel, PowerPoint, Visio), Speech Analytics tools
Responsibilities
Maintain staffing plans aligned with budgets, deliver accurate regulatory reporting, implement agent scorecards, lead data-driven change initiatives, audit reporting inventory, partner with engineering on metric tracking, analyze forecasted volume and trends.
Seniority
Senior, hands-on IC with management responsibilities