The Workforce Planning Manager for Customer Solutions meets business requirements by determining contact center staff requirements, forecasting contact volumes, developing and monitoring hiring plans, and managing capacity across multiple contact centers. This position is responsible for all processes and deliverables surrounding staff planning, forecasting, & tracking staffing requirements.
( Asurion Nuvali - Sta. Rosa Site )
Requirements
- 3-5 years of relevant experience required with Bachelor of Science degree preferred.
- Experience applying mathematical concepts and/or logistics within a multi-site, multi-channel contact center environment.
- High energy and a desire to work in a results-oriented, fast paced environment.
- Intellectual curiosity, a passion for problem-solving, and comfort with ambiguity and working under tight deadlines with high stakes.
- Strong oral and written communication, presentation, and interpersonal skills with the ability to present insights and recommendations persuasively and confidently at all levels of the organization.
- Adept at problem-solving, including data collection, establishment of facts and coming to supportable conclusions.
- Advanced ability with Microsoft Office products, including Excel and PowerPoint, is required. Experience with SQL Server, R/Python, or other data querying and statistical modeling packages is a plus
- Demonstrated ability to perform statistical analyses (regression and variance analysis) and data extraction/segmentation to determine business implications and make actionable recommendations is a plus.
Essential Duties & Responsibilities:
- Develop and maintain a 60-day and 12-month volume and staff forecasting process
- Provide special forecasts for workload and staffing in support of new initiatives and customer notifications, as needed.
- Conduct post analysis on forecasting accuracy to identify opportunities for improvement.
- Collaborate with Finance, Analytics, Operations, Product Management, Talent Acquisition, Training and Change Management business partners to communicate opportunities for business improvement and explain deviations from operating plans.
- Present complex forecasting data concisely to decision makers, including senior leaders.
- Assist senior leadership in defining Call Center KPI's and effectively execute on them.
- Conduct other responsibilities as set by Customer Solutions and/or Workforce Management leadership.
