Join our team and take a leading role in shaping workforce planning strategy through
advanced forecasting, capacity planning, and optimization modeling.
You will design scalable models to address complex contact center staffing challenges-
including inbound and blended multi-channel environments-where operational costs and
efficiency must be continuously balanced to meet business goals. This role demands strong
operations research expertise and proficiency in Python to automate data pipelines and integrate
third-party optimization libraries, enabling intelligent and efficient workforce solutions.
Strategic Workforce Optimization
- Develop and implement long-term forecasting models to guide workforce planning,
hiring plans, and budget allocation, incorporating skill-based constraints and relevant
operational constraints.
- Own your projects by managing daily activities and timelines, while collaborating
with leadership to align staffing models with business objectives, seasonal demands,
and evolving initiatives.
- Proactively and creatively explore and propose strategies to enhance operational
efficiency-for example, by analyzing alternative scenarios with varying risk levels
and weighing the trade-offs between hiring additional staff and leveraging overtime.
- Translate operational requirements into mathematical optimization models to address
workforce challenges, including multi-skill staffing and other operational constraints.
- Conduct ad-hoc analyses to inform strategic decisions, leveraging tools like Python,
R, or SQL, and integrate optimization solvers such as Gurobi, CPLEX, or opensource alternatives.
- Act as thought leader on research initiatives to advance workforce planning
Methodologies, Including
- Develop Python-based automation to streamline forecasting and optimization
processes, including automated data extraction, transformation, and model
execution.
- Optimizing blended inbound/outbound contact center staffing to balance cost
and service levels
Required Qualifications
- 3+ years of experience in data science, operations research, or related quantitative
role or graduate coursework in supply chain management, statistics, industrial
engineering, or management science.
- Deep understanding of statistical modeling and optimization techniques relevant to
contact center strategic planning and resource allocation.
- Collaborate with cross-functional teams to identify and implement data-driven
solutions.
- Results-driven project leader with proven track record of managing end-to-end
project lifecycles.
- Effectively communicate complex concepts and present insights to both technical
and non-technical audiences with clarity and impact.
- Demonstrates a problem-solving mindset with a focus on scalable solutions, strong
attention to detail, and the ability to thrive in ambiguous situations.
- Expertise in at least one scripting language (e.g., Python, R) and a strong knowledge
of SQL and Excel.
- Working knowledge of workforce management tools (e.g., Genesys, NICE, Aspect).
- Nice to have: Tableau or Power BI visualization platforms.
Preferred Qualifications
- Advanced degree (MS/MBA) in business or quantitative field (engineering, statistics,
supply chain, and management science).
- Proven experience in long-term forecasting, workforce analytics, or capacity
planning, leveraging data-driven solutions within the healthcare industry.
- Familiarity with AI/ML applications in workforce optimization
