Una Health is hiring a Resource Planning Specialist, CS Workforce Management

Netflix is a premier global entertainment platform serving over 300 million paid subscribers across 190 countries, offering diverse content including television series, films, and interactive games. Subscribers enjoy flexible viewing experiences with the ability to play, pause, resume, and modify their plans at will. Summary of the Role The Resource Planning Specialist is tasked with crafting comprehensive scheduling requirements to meet customer demand across various intervals and channels. This position involves creating precise schedules aligned with contact arrival patterns and strategically allocating these requirements through an extensive vendor network. Success demands navigation of complex labor regulations, diverse time zones, and varying work patterns while collaborating closely with capacity planning and operational teams. Responsibilities - Develop and distribute macro-level scheduling requirements across multiple sites, languages, channels, and partners, maintaining rigorous data integrity - Calculate and integrate schedule shrinkage, inflexibility, and real-world staffing considerations against forecasted requirements - Ensure vendor partners strategically assign agents according to customer contact patterns, considering seasonality, multi-channel capabilities, scheduling complexities, and regional labor constraints - Proactively identify and implement opportunities to enhance operational performance through innovative scheduling strategies and recommendations - Collaborate with internal and external partners to optimize operational efficiency and establish resource planning frameworks that minimize customer wait times Qualifications and Competencies - BA/BS degree or equivalent professional experience - 3+ years of workforce management and back-office operations experience in diverse support environments - 2+ years developing schedules and resource planning outputs using workforce management platforms - Proficiency in data gathering, normalization, and analytical interpretation - Strong problem-solving and analytical capabilities - Effective communication skills across organizational levels - Demonstrated ability to multitask and dynamically reprioritize - Contact center experience preferred Inclusion is fundamental to Netflix's values, committed to creating meaningful interview experiences for all candidates. Individuals requiring accommodations during the hiring process should contact their recruiting partner. Netflix is an equal-opportunity employer celebrating diversity, recognizing its role in building stronger teams. We approach diversity and inclusion thoughtfully and comprehensively, prohibiting discrimination based on race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity, age, disability, medical condition, pregnancy, genetic characteristics, marital status, or military service.