This position can work 100% remote within the state. Selected hire will need to come onsite on day 1 and once a year for meetings.Description:Operations Resource Strategist (AKA: Workforce Manager)Position Summary: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 planningand maturing operations management practices across the bureau.Required Experience3–5 years of experience in capacity planning, workforce planning, service operations analytics, or a related operational planning roleTop Required SkillsAbility to analyze operational data and translate findings into actionable staffing or workload recommendationsExperience supporting forecasting or capacity planning in a customer service, contact center, or operational environmentStrong proficiency in Microsoft Excel or comparable tools for data analysis and reportingAbility to develop staffing plans or scheduling scenarios aligned with service or production goalsKnowledge of service performance metrics such as service levels, response times, productivity, or throughputExperience working with operational systems such as call center platforms, scheduling tools, case management systems, or similar technologiesStrong analytical and problem-solving skills with attention to detailAbility to communicate complex information clearly to supervisors and leadershipNice to Have SkillsExperience in dedicated workforce management, capacity planning, or operations planning roleExperience balancing real-time customer contact coverage with back-office or case processing workloadsExperience building or refining forecasting models using historical data and demand assumptionsExperience developing dashboards or partnering with business intelligence teams to enhance operational reportingBasic familiarity with service optimization or workforce management software toolsExperience supporting process improvement or operational efficiency initiativesExperience working in a public sector, regulated, or benefits administration environmentWhat We Are Looking ForWe 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 cross teams, managing competing priorities in a dynamic environment, and helping build sustainable capacity planning practices that support both employee experience and member outcomes.Notes:This position can work 100% remote within the state. Selected hire will need to come onsite on day 1 and once a year for meetings.VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status
Description:Operations Resource Strategist (AKA: Workforce Manager)Position Summary: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 planningand maturing operations management practices across the bureau.Required Experience3–5 years of experience in capacity planning, workforce planning, service operations analytics, or a related operational planning roleTop Required SkillsAbility to analyze operational data and translate findings into actionable staffing or workload recommendationsExperience supporting forecasting or capacity planning in a customer service, contact center, or operational environmentStrong proficiency in Microsoft Excel or comparable tools for data analysis and reportingAbility to develop staffing plans or scheduling scenarios aligned with service or production goalsKnowledge of service performance metrics such as service levels, response times, productivity, or throughputExperience working with operational systems such as call center platforms, scheduling tools, case management systems, or similar technologiesStrong analytical and problem-solving skills with attention to detailAbility to communicate complex information clearly to supervisors and leadershipNice to Have SkillsExperience in dedicated workforce management, capacity planning, or operations planning roleExperience balancing real-time customer contact coverage with back-office or case processing workloadsExperience building or refining forecasting models using historical data and demand assumptionsExperience developing dashboards or partnering with business intelligence teams to enhance operational reportingBasic familiarity with service optimization or workforce management software toolsExperience supporting process improvement or operational efficiency initiativesExperience working in a public sector, regulated, or benefits administration environmentWhat We Are Looking ForWe 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 cross teams, managing competing priorities in a dynamic environment, and helping build sustainable capacity planning practices that support both employee experience and member outcomes.Notes:This position can work 100% remote within the state. Selected hire will need to come onsite on day 1 and once a year for meetings.
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