Senior Workforce Planning Manager

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

📋 Description

• Supervise the development and administration of employee schedules to align with anticipated demand.

• Ensure that schedules maximize resource utilization, reducing both understaffing and overstaffing.

• Collaborate with operations teams to modify schedules in response to real-time demand and unexpected situations.

• Enhance labor costs while maintaining service quality through strategic application of workforce management techniques.

• Monitor and control categories of unproductive time, paying close attention to overtime, absenteeism, and other elements that influence labor costs.

• Work in real-time with leadership to oversee call volumes and agent availability, making necessary adjustments to uphold service standards.

• Create and execute contingency plans for peak times or unexpected medium-term increases in workload.

• Communicate with operations managers to address staffing challenges and devise solutions to mitigate risks.

• Analyze performance metrics to uncover trends, inefficiencies, and opportunities for enhancement.

• Report on essential staffing metrics, including occupancy, schedule adherence, unproductive time, and service levels.

• Provide senior leadership with insights and recommendations based on workforce data (e.g., modifications to operating hours).

• Lead and mentor a workforce operations team, nurturing a culture of continuous improvement and accountability.

• Ensure the team is trained and utilizes the most recent workforce management practices and technologies.

• Collaborate with vendors and external partners to enhance workforce management solutions.

• Serve as a liaison between the workforce operations team and contact center leadership to ensure workforce strategies align with operational objectives.

• Partner with other departments, including HR, operations, and product development, to ensure workforce activities are in sync with overarching business strategies.

⛳️ Requirements

• At least 10 years of experience in workforce management, business operations, or operations management roles supporting international contact centers, with a proven track record of leading and developing a workforce management team.

• In-depth functional expertise, knowledge of contact center operations and best practices, and a thorough understanding of staff scheduling and process optimization.

• Strong knowledge and expertise with workforce management software and tools: proficiency with workforce management platforms and tools (e.g., Aspect, NICE, Verint) is required, alongside a solid grasp of industry best practices. A commitment to learning emerging contact center technologies is crucial.

• Required experience in short-term forecasting, scheduling, interval management, real-time monitoring/adherence, staffing, and reporting.

• Experience working within or closely with contact centers is essential, with a deep understanding of customer service dynamics, contact volume variations, and the influence of workforce management on service levels.

• Strong analytical and problem-solving abilities with proven experience in leveraging data for strategic business decisions. Capability to interpret complex data and make informed decisions based on forecasts and real-time information.

• Strong project management skills, including the capacity to manage multiple initiatives concurrently.

• Exceptional leadership abilities with the capacity to build and guide a high-performing team. Ability to lead, empower, and motivate teams and colleagues.

• Excellent verbal and written communication skills with the ability to engage effectively with senior leadership, frontline staff, and various other teams within the community support organization.

🏝️ Benefits

• Bonus, equity, benefits, and Employee Travel Credits