Operations Resource Strategist

Our
client is seeking an Operations Resource Strategist to serve as the 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 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.

What We Are Looking For

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.

Interview Process: MS Teams,
there might be two rounds of interviews.

Duration of Contract: 6/30/2026,
likely to be extended for another year

Candidates
must be CURRENT WI residents. No relocation allowed. This position can
work 100% remote within the state of WI. The selected candidate will need to
come onsite on day 1 and once a year for meetings.

Requirements

Top Required Skills

• 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
  

Nice to Have 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
  

Benefits

Hourly rate for 1099: $62

Hourly rate for W2: $44.50

Full -Time W2 employees may receive
the following benefits:

Health and Dental Insurance

Life Insurance

Short/Long Term Disability Insurance

Simple IRA

Referral Bonus

Employee Assistance Program

Keystone
Consulting, Inc. is an equal opportunity employer and is following Wisconsin’s
Contract Compliance law. U.S. Citizens and those authorized to work in the U.S.
are encouraged to apply. We are unable to sponsor at this time.

Keystone
Consulting, Inc. participates in E -Verify. For more information, please click
the following links:

E -Verify Participation

Right to Work

Derecho
a Trabajar

WI
Contract Compliance Law