Workforce Capacity Planner

The range for this role is $65,000 to $89,000

Actual base pay will be determined based on a successful candidate's work location, skills/abilities, experience, and education.

Interested applicants must be willing and able to work onsite minimum 4 times per week in our Melbourne, FL office.

The Mission

At Christian Care Ministry we believe that Christians can, and should, share in one another’s burdens. Through the use of Medi-Share®, a healthcare sharing ministry for Christians, we cultivate that belief. To that end, our Mission Statement is as follows: Connecting people to a Christ-centered community wellness experience based on faith, prayer, and personal responsibility.

The Team

Everyone at Christian Care Ministry is in agreement with our Statement of Faith, which outlines our core beliefs. Although we aren’t perfect people, we are serving our perfect God and our Members to the best of our ability.

The Job

As a Workforce Capacity Planner, you will play a critical role in ensuring operational teams are optimally staffed, be responsible for staffing plan meetings, and fluctuating demand for services in a multichannel environment that delivers exceptional service to members and clients. The Workforce Capacity planner will use historical data, demand forecast, market and operational variables to develop accurate forecasts, staffing models, and performance insights that drive efficiency and continuous improvement.

Essential Job Duties & Responsibilities

• Develop long- and short-term volume forecasts and capacity plans, by site and skill to meet service level commitments within acceptable margin of error
• Lead weekly forecast review meetings with business partners to communicate volume expectations and guide resource optimization
• Partner with stakeholders to estimate staffing requirements for new product launches, program changes, and campaigns
• Conduct deep-dive analysis to assess evolving workload impacts and generate insights into staffing needs and cost optimization opportunities
• Provide analysis on historical performance metrics to inform strategic decisions; translate forecasts into strategic action plans, identifying optimal staffing levels by skill and channel to meet operational demands
• Create ad-hoc reports to uncover impactful operational insights
• Mentor team members on forecasting and capacity planning best practices
• Utilize advanced Excel functions and the Erling C and Erlang X calculator for interval-level forecasting and staffing optimization
• Identify root-cause to determine and quantify reasons for forecast variance and recommend changes to meet KPIs
• Monitor external factors that may impact forecast volumes and communicate recommendations to key stakeholders
• Inform and collaborate on hiring plans with leadership, training, and recruiting teams
• Monitor external factors that may impact forecast volumes and communicate recommendations to key stakeholders
• Informs and collaborates hiring plans with leadership, training, and recruiting
• Monitor real-time performance metrics (service level, ASA, AHT, occupancy) and intraday variances to adjust schedules or activities to maintain KPIs, identify risks and opportunities for remediation tactics
• Assist in maintaining daily schedules and all activities, as needed, within workforce management and ACD systems
• Contribute to the exercise and expression of Christian Care Ministry’s beliefs
• All other duties as assigned

Essential Skills & Abilities

• Forecasting abilities within an Omni-channel platform (i.e. voice, chat, email, text)
• Strong understanding of contact center metrics
• Advanced understanding of ACD and Workforce Management reporting principles
• Strong knowledge of other MS Office programs (Excel, Word, Access, Outlook, PowerPoint, Copilot)
• Strong multi-tasking, problem-solving, and analytical ability
• Strong organizational and time management skills
• Strong written and verbal communication skills
• Analytical and problem-solving skills in a dynamic business environment
• Strong statistical, advanced PC, and spreadsheet computer skills
• Ability to adapt to various work environments and shifts to match needs of business operations

Core Competencies/Demonstrable Behaviors

• Manages ambiguity—Operates effectively, even when things are not certain or the way forward is not clear.
• Communicate effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Organizational savvy—maneuvering comfortably through complex policy, process, and people-related organizational dynamics.
• Customer Focus – Builds strong customer relationships and delivering customer-centric solutions; fully committed to serving members by prioritizing their needs first in alignment with CCM’s programs’ purpose
• Optimizes work processes—Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Humble – a mindset that honors others, shares credit, accepts critique and reflects an honest view of oneself
• Hungry – a diligent, self-motivated pursuit of excellence; eager to grow, serve, solve problems, and steward responsibility with tenacity 
• Smart – emotional intelligence expressed through wise, thoughtful interaction; engaging others with discernment, restraint and relational awareness 

Education and/or Experience

• Associates degree with 5+ years’ Workforce Management experience in a call/contact center environment with knowledge of forecasting/scheduling software required, or equivalent education and experience combination
• Associate’s or Bachelor’s degree preferred
• Experience with Verint & Cisco environments preferred
• 3 years’ experience developing forecasts for a contact center environment.
• Prior experience in a mentor, lead, or manager role within a workforce team required

Supervisory Responsibilities

• This job has no supervisory responsibilities

Incentives & Benefits

We work hard to serve our Medi-Share Members, but know we can only do that if we invest in our employees professionally, financially, physically, socially, and spiritually. We purposefully invest in our employees so that our employees can invest in others.

For full-time employees working 30 hours or more, some of our benefits include, but are not limited to:

• 100% paid Medical for employees/99% for family
• Generous employer Health Savings Account (HSA) contributions
• Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
• 6 weeks of paid parental leave (for both mom and dad)
• Dental - two plans to choose from
• Vision
• Short-term Disability
• Accident, Critical Illness, Hospital Indemnity
• 401(k) – up to 4% match on ROTH or Traditional contributions
• Generous paid-time off and 11 paid holidays
• Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo 
• Employee Assistance Program including no cost, in-person mental health visits and employee discounts
• Monetary Anniversary Awards Program    
• Monetary Birthday Awards

Minimum Age Requirement: Due to the nature of the responsibilities associated with this position—including independent decision-making, access to confidential information, and potential exposure to regulated environments—candidates must be at least 18 years of age at the time of hire. This requirement is in accordance with applicable federal and state labor laws and is intended to ensure compliance with workplace safety and legal standards.