Where Strategy Meets Results
Strategic • Analytical •
Results-Driven • Collaborative
Welcome to the professional portfolio of Karen Long, Workforce Planning & Capacity Management Leader. With 13+ years of experience in forecasting, staffing optimization, and workforce management across healthcare and technology, I specialize in building data-driven strategies that improve accuracy, reduce costs, and scale operations without sacrificing service levels. Explore my resume, cover letter, and project achievements to see how I help organizations align resources with demand and achieve long-term growth.
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"Making plans work in the real world."
Experience
Workforce Optimization Coordinator
City of Hope (Cancer Treatment Centers of America)
Lead enterprise forecasting, capacity planning, and scheduling for a high-volume healthcare center. Improved forecast accuracy by 18% and designed scheduling models balancing flexibility with coverage. Partner with Operations, Finance, and HR to align workforce strategies with organizational goals.
Workforce Scheduling Supervisor
GoHealth, Inc.
Directed scheduling and intraday operations during seasonal enrollment spikes. Implemented process improvements reducing overtime and enhancing agent utilization. Collaborated with leadership on staffing forecasts and resource scaling.
Workforce Optimization Specialist
GoHealth, Inc
Managed WFM systems, reporting, and variance analysis to optimize staffing efficiency. Built dashboards to support decision-making and contributed to Medicare Advantage open enrollment planning.
WFM Analyst
(Remote – Rogers & Pearson Clients)
Sykes Enterprises, Inc.
Designed real-time forecasting dashboards and intraday planning tools for national healthcare campaigns. Supported SLA performance through daily reporting and variance analysis.
Skills
Workforce Forecasting & Modeling
Capacity Planning & Strategy
Staffing Optimization
Data Analysis & Reporting
Operational Leadership
WFM Tools Expertise
Projects & Achievements
Forecast Accuracy Improvement Initiative
Increased forecast accuracy by 18% at City of Hope by building new models, validating assumptions, and implementing variance tracking controls. Result: Improved staffing alignment, reduced service dips, and stronger patient access.
Seasonal Enrollment Capacity Plan
Designed and executed a scalable capacity plan during GoHealth’s Medicare Advantage Open Enrollment. Result: Ensured resource coverage during peak call volumes, reduced overtime, and maintained SLA compliance.
Scheduling Optimization Program
Introduced flexible scheduling models at City of Hope to balance employee preferences with coverage requirements. Result: Enhanced employee satisfaction while protecting service levels.
Real-Time Performance Dashboard
Developed and rolled out operational dashboards for leadership at GoHealth. Result: Enabled real-time visibility into staffing gaps, productivity, and adherence, driving faster decision-making.