Forecasting and Capacity Planning Manager - WFM

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.

Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com).

Job Summary

The Forecasting & Capacity Manager, Workforce Management supports the Workforce Management function by owning end-to-end forecasting, capacity planning, and real-time performance analysis for the contact center. This role ensures optimal staffing, service-level adherence, and operational efficiency across multiple channels. The position provides the analytical foundation for staffing decisions, partnering closely with operational leaders to anticipate demand, align resources, and support new or evolving program needs. The role requires strong analytical acumen, the ability to translate data into actionable insights, and the capacity to operate in a fast-paced, high-volume environment.

Forecasting & Capacity Planning

• Own end-to-end capacity planning processes to determine optimal staffing levels across all portfolios.

• Develop short-, medium-, and long-term call and contact volume forecasts using historical and anticipated trends.

• Maintain staffing models and ensure alignment between forecasted volume, service-level expectations, and resource requirements.

Real-Time Performance Management

• Monitor real-time call, email, and omni-channel performance to assess service levels and adjust staffing as needed.

• Identify and trend call volume interruptions, system outages, and operational impacts that influence performance.

• Partner with operational leaders to execute same-day staffing or call-routing adjustments.

Workforce Systems & Processes

• Build, enhance, and maintain Workforce Management (WFM) systems and tools.

• Maintain an accurate inventory of agent skills and routing configurations.

• Support schedule adherence tracking, trend analysis, and related reporting.

Cross-Functional Collaboration

• Partner with Program Managers to ensure adequate staffing for new program launches and ongoing support.

• Coordinate with recruiting and training teams to support hiring and upskilling needs based on forecasted volume.

• Support budget preparation and identify financial impacts of staffing and operational decisions.

Operational Excellence

• Identify and implement process improvements that improve accuracy, consistency, and operational efficiency.

• Ensure compliance with all regulatory, contractual, and internal policy requirements.

• Present findings and recommendations to senior leaders across the organization.

Required Skills:

• Strong interpersonal skills with the ability to build effective relationships across all levels of the organization and with external partners.

• High attention to detail with a strong commitment to accuracy and data integrity.

• Demonstrated ability to quickly learn and adapt to new systems, tools, and processes.

• Solutions-oriented mindset with the ability to support and coordinate work across geographically dispersed teams.

• Strong analytical and problem-solving skills; proficiency in Microsoft Excel, Word, Access, and Windows-based systems.

• Excellent planning and organizational skills, with the ability to balance multiple priorities and deadlines.

• Ability to operate effectively in a fast-paced environment with shifting demands.

• Demonstrated technical expertise and comfort working with complex data and workforce systems.

• Proven experience managing performance metrics, monitoring service levels, and reporting contact center performance trends.

Working Conditions:

Office and Remote work.

Up to 10% of travel expected.

Supervisory Responsibility:

Supervise and provide oversight on team operations, schedules, and deliverable production.

Compensation Range: $85,000 - $105,000 annually

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!