Workforce Management & Capacity Planning Analyst

Join Voy, a leading health tech company, as a Workforce Management & Capacity Planning Analyst. In this role, you will be responsible for planning and managing the schedules of the Customer Support teams, ensuring optimal staffing to meet demand while balancing efficiency, fairness, and service quality. You will work closely with agents, team leads, and service and clinical leadership to keep day-to-day operations running smoothly and anticipate future needs. The ideal candidate will have strong communication skills, excellent organization, and a drive for continuous improvement.

Responsibilities

• Coordinating and managing the schedules of customer support agents, ensuring optimal use of resources.
• Developing and maintaining scheduling systems to ensure efficient resource allocation, minimizing idle time and maximizing productivity.
• Administering and optimizing scheduling tools and workforce management systems, such as Assembled.