Planner

Manage the allocation and scheduling of 300+ Care Center employees and supporting resources to meet forecasted demand, service-level objectives, contractual requirements, and budget targets.

Develop and modify employee schedules based on forecasted workload, staffing requirements, business priorities, and employee quality-of-life considerations.

Forecast and reforecast staffing requirements across calls, email, back-office activities, and other workloads.

Develop and manage vacation schedules while balancing employee needs with operational and service-level requirements.

Coordinate with Training and Operations teams to develop training schedules that meet business and employee development needs without compromising service levels.

Plan and schedule offline activities, including meetings, coaching, training, administrative work, and other non-production activities.

Facilitate the transition of new-hire Consultants from training to production, including scheduling mentoring, nesting, and floor-walking support.

Identify staffing gaps and proactively recommend scheduling or resource allocation adjustments.

Monitor real-time performance, staffing levels, workload volumes, and resource utilization across Care Center operations.

Evaluate actual versus forecasted workload and staffing requirements and make real-time adjustments to optimize resource utilization and service-level performance.

Partner closely with Care Center Leadership to determine and implement appropriate intraday actions based on business conditions.

Maximize utilization of dedicated and supplemental resources while maintaining operational, service-level, and budget objectives.