Workforce Operations Capacity Planner

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.  

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Workforce Operations Capacity Planner to join our Workforce Operations team!

This position is remote at this time. 

Department & Position Overview:

The Workforce Capacity Planner will be the strategic “air traffic controller” ensuring we have resources in place to answer calls, messages and emails from our Patients and Caregivers as quickly and efficiently as possible. The WFO Capacity Planner is responsible for creating, updating, and maintaining forecasts and capacity plans, driving efficiency improvement projects, and tracking Key Results. The successful candidate will be (or rapidly become) proficient in Salesforce, our CRM, TalkDesk, our telephony platform, and Verint, our WFO solution. This position requires the ability to make decisions independently, as well as the ability to communicate with all levels of the organization, from entry level to senior management, in writing and verbally, aligned with our culture. The workload is very time sensitive, detail-oriented, and central to the delivery of FreedomCare’s services to our Patients and Caregivers. 

Every Day You Will:

Workforce Operations Planning 

• Provide strategic guidance on workforce planning for strategic initiatives and assist in implementing and tracking across the organization 
• Collaborate with inter- and cross-departmental meetings to provide input and strategic advisement 

 
Forecasting, Analysis and Production Reporting 

• Develop accurate forecasts for near and long-term hiring needs, ensuring alignment with business objectives and workload distribution across teams 
• Analyze current and future production workflows to develop accurate assessment of staffing needs, as well as create and generate production reporting to capture productivity and cost driver analysis  
• Present analysis and interpretation for operational and business review and planning 
• Maintain measurements reporting for departments and perform analysis to measure success rates, partnering with Operations, and understanding of our existing data sources and reports 

 
Communication and Coordination 

• Communicate effectively, both verbally and in writing with employees, leaders, and other departments as necessary to coordinate workforce deployment 
• Collaborate with the Head of Workforce Operations,  Head of Consumer Experience, Talent Acquisition and People & Culture Business Partners to align on staffing needs (immediate, mid and longer term), performance gaps and scheduling needs.   
• Administer our scheduling update process as regularly scheduled and support any schedule exceptions (i.e. OOO, meetings, projects, transfers, etc. or ad-hoc schedule requests 
• Provide day-to-day support and guidance to team members and feedback to Head of Workforce Operations when appropriate 
  
  

Ideal Candidate Will Possess:

• Bachelor's degree from a four-year college or university 
• 3+ years of Operations experience or equivalent combination of education and experience; the ability to analyze and implement workforce solutions 
• Knowledge of telephony, WFM and CRM systems required (Verint and Salesforce experience and knowledge preferred) to support accurate forecasting and deployment 
• Strong knowledge of Microsoft Excel to generate reports and analyze data 
• Strong time management that enables task prioritization in a fast-paced environment 
• Detail-oriented, inquisitive, enjoys problem-solving, flexible and adaptable to an evolving environment 
• Proactive problem solving skills to address challenges quickly 
• Operates from a perspective of truly caring about and creating value for our stakeholders (internal and external) 
• Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions 

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

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