Workforce Planning Manager

Job Description

• Act as a Subject Matter Expert (SME) for resource planning and scheduling
• Responsible for various functions including capacity planning, resource management, forecasting, and scheduling
• Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
• Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
• Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
• Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
• Be responsible for end to end business delivery, development, and implementation of contingency planning, leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
• Drive business benefits through self-initiated projects
• Identify customer contact trends to ensure appropriate resources are utilized
• Recommend procedural and operational guideline changes to improve communications and operational efficiency
• Update parameters within the Workforce Management system to ensure efficient scheduling of resources to meet service level productivity goals
• Evaluate forecasting and capacity models to give recommendations for long term staffing needs
• Provide clear communication of the forecasted workload, changes, assumptions, and inputs
• Escalate discrepancies in data to management with recommendations for action
• Respond to changes in the plan in a timely and accurate manner to ensure proper staffing levels are maintained
• Coordinate and collaborate with operations and other departments to ensure production environment is running smoothly
• Participate in daily and weekly meetings that require workforce involvement

Job Requirements

• A post-secondary degree or certificate with a focus in Business Administration (a combination of work experience and education will be considered)
• Experience with Workforce Management systems is an asset
• Knowledge of contact center operations, functions and business processes
• Advanced knowledge of Microsoft Excel
• Strong technical, analytical and problem-solving skills
• Superior attention to detail with an eye for accuracy
• Effectively interact with employees at all levels and people from diverse backgrounds
• The ability to adapt to change in an innovative and fast-paced environment
• Strong organizational skills and the ability to follow through on projects
• Demonstrated interpersonal and communication skills
• The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• The ability to plan and monitor for results