Manager Workforce Planning Optimization
Manager Workforce Planning Optimization
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a high performing Manager Workforce Planning and Optimization who is data driven and understands the ins and outs of developing new data models. This role is a key part of the Sales Organization being responsible for partnering with operations leaders analyzing historical call volumes and using this data with inputs from other business functions as well as broader market factors to project future volume and capacity needs of the business driving overall Sales performance.
This role is ideal for someone who is detail oriented highly analytical has super communication and time management skills and enjoys working with highperforming teams to drive results. In this role the Manager will have the opportunity to identify and analyze opportunities for efficiencies using standard process control tools. They will also drive service and expense improvements by providing operations analysis reporting and process improvement for the Field Sales team and solve business problems in a high performing team environment working closely with WFM Director and play a pivotal role in driving rapid growth of the A Place for Mom.
Key Responsibilities:
- Oversee via NICE Workforce Management platform the development of schedules and scheduling approaches to improve service levels reduce cost and achieve performance goals.
- Work closely with telephony partners on Five9 configurations in regards to call routing data analysis and impact to overall service level and WFM strategy to improve efficiency and productivity of sales staff.
- Responsible for leading a team through teaching coaching and inspiring by fostering a sense of urgency ownership and a responsibility for the flawless of operational excellence; engage in the selection and hiring process as needed
- Identify develop and implement potential solutions to resolve problems and remove barriers that inhibit the departments ability to improve operations
- Develop new capacity planning model to enable longterm planning and whatif analysis
- Manage workforce forecasting field sales teams and participate in budget and hiring planning
- Analyze historical data to identify business optimization opportunities (e. g. consolidate queues changes hours)
- Ensure integrity of data in the current spreadsheetbased tools and future Workforce Management system
- Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy in collaboration with Director of Workforce Management
- Identifying opportunities to further optimize sales workforce including assisting in the development and implementation of contact servicing strategies associated with distribution and routing
- Support special projects by monitoring analyzing and reporting on key performance indicators
- Other responsibilities as judgment or necessity dictate
Qualifications :
- Handson experience working with NICE Workforce Management system is required.
- Experience with Five9 telephony platform preferred
- Bachelors degree in Business Administration Finance Accounting Data Analytics Engineering or a quantitative discipline or commensurate experience
- At least 5 years experience managing time sensitive detail oriented weekly or monthly deliverables
- Experience as a financial data or forecast analyst preferred
- Experience in a highly complex multisite multiskill contact center environment a plus
- Advanced Excel and PowerPoint skills
- Excellent analytical communication and timemanagement skills
Additional Information :
- The position is a salaried exempt position.
- Compensation
- Base Salary: $85000 $100000
- Bonus: 20 annual earnings
- Benefits:
- 401(k) plus match
- Dental insurance
- Health insurance
- Vision Insurance
- Paid Time Off
- A Place for Mom uses EVerify to confirm the employment eligibility of all newly hired employees. To learn more about EVerify including your rights and responsibilities please visit www.dhs/EVerify.
All your information will be kept confidential according to EEO guidelines.
A Place for Mom has recently become aware of the fraudulent use of our name on job postings and via recruiting emails that are illegitimate and not in any way associated with us. APFM will never ask you to provide sensitive personal information as part of the recruiting process such as your social security number; send you any unsolicited job offers or employment contracts; require any fees payments or access to financial accounts; and/or extend an offer without conducting an interview.
If you suspect you are being scammed or have been scammed online you may report the crime to the Federal Bureau of Investigation and obtain more information regarding online scams at the Federal Trade Commission.
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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Key Skills
- Forecasting
- Facilities Management
- SAP
- Supply Chain Experience
- Business Management
- Analysis Skills
- Microsoft Powerpoint
- SAP APO
- Production Planning
- Project Management
- Strategic Planning
- ERP Systems
