Planning and Scheduling Advisor

Role Overview: As a Forecasting and Capacity Planning Specialist, you will be responsible for creating new and innovative forecast and capacity models to plan for future demand, growth, and channel shifts. You will identify and implement new technology for planning, including the use, development, or procurement of effective workforce management software (WFM) and other in-house systems/Excel. Your role will involve forecasting call volumes/inventories and capacity planning to support the scheduling and optimizing of customer service representatives for a major call center with 100+ agents that handles 50,000 calls per month. Additionally, you will analyze historical performance data to identify trends and produce dashboards and presentations for senior leadership covering various KPIs. Key Responsibilities: - Creating new and innovative forecast and capacity models - Identifying and implementing new technology for planning - Forecasting call volumes and capacity planning - Analyzing historical performance data - Producing dashboards and presentations for senior leadership - Performing real-time monitoring of call representatives - Assisting management with floorplan creation and desk moves Qualifications Required: - 10+ years of experience in inventory management for back office and call center processes - Experience in forecasting and planning for healthcare processes - Strong experience in effective resource planning and workforce management tools - Strong communication, collaboration, and influencing skills - Previous experience managing projects end to end - 3+ years of experience in a scheduling and forecasting role - 3+ years in a role requiring analytical skills - 3+ years of experience using MS Excel Note: No additional details about the company were provided in the job description.,