Job Description:
***Crop to Crop resumes are accepted
Location Requirement: Onsite or Remote? Candidates must be CURRENT WI residents. No relocation allowed. This position can work 100% remote within the state of WI. Selected hire will need to come onsite on day 1 and once a year for meetings.
The Operations Resource Strategist serves as the Member Services Bureau s primary resource for service capacity planning, forecasting, and resource optimization within a high-volume member services environment. This role analyzes operational data across call center systems, appointment scheduling platforms, case management tools, and outreach events to forecast demand and align staffing resources to meet service level goals. Working closely with bureau leadership, supervisors, and cross-divisional
partners, the Strategist develops data-driven staffing models, scheduling scenarios, and contingency plans that ensure the right skills are available at the right time to support member interactions across phone, virtual, in-person, group settings, as well as benefits processing and casework production demands. In addition to daily and long-term capacity planning, this position leads operational analytics initiatives, supports customer experience improvements, identifies technology and process enhancements, and serves as a subject matter expert on resource optimization strategies that improve
efficiency, employee experience, and service delivery performance. This newly created position reflects a strategic investment in strengthening enterprise capacity planning and maturing operations management practices across the bureau.
We are looking for a collaborative and analytical professional who is energized by using data to improve service delivery and operational performance. Strong candidates will bring curiosity, sound judgment, and the ability to translate complex information into practical staffing and planning solutions. The ideal candidate is comfortable working across teams, managing competing priorities in a dynamic environment, and helping build sustainable capacity planning practices that support both employee experience and member outcomes.
Required Skills:
- 3 5 years of experience in capacity planning, workforce planning, service operations analytics, or a related operational planning role
- Ability to analyze operational data and translate findings into actionable staffing or workload recommendations
- Experience supporting forecasting or capacity planning in a customer service, contact center, or operational environment
- Strong proficiency in Microsoft Excel or comparable tools for data analysis and reporting
- Ability to develop staffing plans or scheduling scenarios aligned with service or production goals
- Knowledge of service performance metrics such as service levels, response times, productivity, or throughput
- Experience working with operational systems such as call center platforms, scheduling tools, case management systems, or similar technologies
- Strong analytical and problem-solving skills with attention to detail
- Ability to communicate complex information clearly to supervisors and leadership
Desired Skills:
- Experience in dedicated workforce management, capacity planning, or operations planning role
- Experience balancing real-time customer contact coverage with back-office or case processing workloads
- Experience building or refining forecasting models using historical data and demand assumptions
- Experience developing dashboards or partnering with business intelligence teams to enhance operational reporting
- Basic familiarity with service optimization or workforce management software tools
- Experience supporting process improvement or operational efficiency initiatives
- Experience working in a public sector, regulated, or benefits administration environment
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