Manager, Resource Planning

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee forecasting, staffing models, scheduling, real-time management, reporting, and analytics for Operations programs.

• Ensure that service levels and key performance indicators are met while enhancing efficiency and managing expenses.

• Lead and mentor a team of Senior Resource Planning Analysts.

• Conduct complex analyses, develop models, and engage directly with large data sets.

• Act as a subject matter expert and internal advocate for the deployment and utilization of Resource Planning.

• Facilitate connections between Resource Planning, Hub Operations, business leadership, and technical teams.

• Promote the responsible use of AI tools such as CLAUDE and Base44 for analysis, reporting, and automation.

• Manage vendor relationships and assess performance related to resource planning and telephony systems.

• Conduct business analysis and articulate operational requirements for future integrations of CRM, telephony, Resource Planning, Performance Management, and Quality Management.

• Document and uphold processes and procedures for Resource Planning and Contact Center software.

• Establish team standards and review forecasts, models, and recommendations prior to presenting to leadership.

• Oversee time studies, data collection, historical volume analysis, and future forecasting activities.

• Govern and authenticate staffing models specific to programs.

• Conduct analyses of headcount, capacity, and cost of delivery for hiring, budgeting, and business decisions.

• Supervise schedules, approve PTO, and manage scheduling-event modifications.

• Monitor real-time performance management tools and standard reports.

• Create scorecards and dashboards utilizing trend analysis, control charts, and driver analysis.

• Present data-driven insights and recommendations to senior leadership.

• Develop and implement predictive modeling, scenario analysis, and simulation techniques.

• Collaborate with clients and Operations Management to identify continuous improvement and performance enhancement opportunities.

• Provide analytical assistance and staffing/performance suggestions for special projects.

• Maintain regular attendance and comply with company policies.

⛳️ Requirements

• A Bachelor's Degree is required, or equivalent professional experience.

• At least 7 years of experience in resource planning or workforce management within large contact centers is essential.

• Minimum of 2 years of experience in a leadership role, including coaching, developing, and managing the performance of analysts or other professionals.

• Experience in a call/contact center environment is preferred.

• Advanced proficiency in workforce optimization software is required.

• Specific and recent experience with Five9 or a comparable workforce management scheduling system.

• Advanced knowledge of telephony platforms such as Five9, Avaya, CMS, Cisco, or similar technologies.

• Understanding of VOIP call routing technology is a plus.

• Familiarity with Automated Call Distributors, Computer-Telephone Integration automation, skills routing, forecasting, scheduling, and intra-day management.

• Experience with Contact Center software reporting tools is beneficial.

• Intermediate proficiency in Microsoft Office Suite.

• Advanced knowledge of Microsoft Excel, including spreadsheets, VLOOKUPs, and pivot tables.

• Proven ability to conduct complex hands-on data analysis, including statistical and trend analysis and data visualization.

• Familiarity with AI tools such as CLAUDE and Base44 is advantageous.

• Demonstrated leadership abilities, including coaching, motivating, and holding a team accountable while remaining engaged.

• Strong analytical, critical thinking, and problem-solving capabilities.

• Excellent verbal and written communication skills for interactions with employees, executives, clients, and non-technical audiences.

• Ability to collaborate effectively with a diverse group and be a team player.

• Competence in multitasking and managing competing priorities.

• Ability to work independently and demonstrate initiative.

• Capacity to identify emerging trends and assess their business impact.

• Willingness to work occasional evenings and weekends to meet deadlines.

• Flexibility regarding schedule and hours is required.

• CareMetx acknowledges equivalent combinations of experience and education.

🏝️ Benefits

• Equal employment opportunity employer.

• Reasonable accommodations may be provided to enable individuals with disabilities to fulfill essential functions.

• Flexible schedule and hours.

• Some travel may be necessary.