• Own short-, mid-, and long-range capacity plans across queues, skills, and channels • Develop interval-level forecasts using Calabrio historical, Amazon Connect telemetry, seasonality, and operational inputs • Perform daily and weekly reforecasting to adjust for demand variability • Build and maintain forecasting assumptions (AHT, shrinkage, arrival patterns) in partnership with IT/BI • Design and optimize multi-skill schedules that balance service levels, compliance, fairness, and employee preferences • Ensure schedules meet RN licensure, state-specific coverage, and specialty skill requirements • Drive adherence and conformance using Calabrio • Monitor real-time performance metrics including SL, ASA, AHT, backlog, occupancy, and adherence • Partner with IT and Operations to adjust routing, overflow, and IVR strategies • Analyze forecast variance (WAPE/MAE), schedule efficiency, adherence, and productivity