Senior Manager, Resource Planning and Forecasting

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

📋 Description

• Lead and cultivate a centralized Resource Planning function that supports both Contact Center and Back Office operations.

• Establish the vision, standards, and operational framework for forecasting and capacity planning.

• Develop and guide a team of resource planning analysts.

• Provide counsel to senior operational, Finance, and HR leaders regarding workforce demand, staffing risks, and planning assumptions.

• Ensure the accuracy and integrity of volume, workload, and staffing forecasts.

• Maintain and enhance forecasting models based on business drivers, productivity assumptions, regulatory requirements, and operational realities.

• Supervise both short-term and long-term staffing requirement outputs.

• Align Resource Planning deliverables with WFM scheduling teams.

• Collaborate with Finance on headcount planning and budget cycles.

• Work alongside HR and Talent Acquisition to establish hiring timelines.

• Engage with Contact Center and Back Office leaders about planning assumptions and capacity risks.

• Create capacity outlook reports for senior leadership.

• Enhance forecast accuracy, mitigate variance, and elevate planning maturity.

• Conduct post-mortem analyses of significant forecast variances.

• Assess and implement workforce planning tools and technologies.

• Ensure that back-office capacity plans comply with regulatory turnaround requirements.

• Keep documentation of planning methodologies, assumptions, and model logic up to date.

• Define and track performance indicators for Resource Planning.

⛳️ Requirements

• A minimum of 7 years of progressive experience in workforce planning, forecasting, or capacity planning, including experience in both contact center and back office/operations settings.

• At least 3 years of experience in building and leading a team of analysts or planners.

• Proven capability to develop a planning discipline and operational model from the ground up, including establishing standards, governance, and methodology.

• Strong history of collaboration with Finance and HR on headcount planning, budget cycles, and hiring timelines.

• Excellent executive-level communication skills; comfortable presenting capacity risks and planning confidence to senior leadership.

• Working knowledge of regulatory turnaround requirements pertinent to health plan operations, such as CMS UM determination timelines.

• Candidates may be subject to a pre-employment criminal background check.

🏝️ Benefits

• Remote or hybrid work environment.

• May require travel based on company needs.

• Reasonable accommodations available for individuals with disabilities.

• Commitment to equal opportunity employment and workforce diversity.