Workforce Planning Consultant

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

📋 Description

• Forecast demand and capacity within the Simplified Issue Sales Unit contact center, providing extended support for Direct Sales Unit operations.

• Optimize staffing strategies and assess operational performance.

• Deliver workforce strategy, staffing suggestions, and operational analytics.

• Identify opportunities for process optimization and continuous improvement.

• Align workforce planning with business drivers, including direct mail marketing initiatives.

• Take ownership of and enhance forecast accuracy through assumption validation, trend analysis, and refinement of forecasting models.

• Develop and maintain capacity plans that align with demand, service-level targets, productivity goals, and budgetary considerations.

• Analyze workforce metrics, including forecast accuracy, occupancy, utilization, shrinkage, schedule adherence, attrition, average handle time, and service levels.

• Propose hiring strategies, staffing levels, overtime needs, voluntary time off, cross-training, and workforce allocations.

• Suggest operating hours, staffing models, shift structures, flexible working arrangements, and part-time staffing approaches.

• Collaborate with Operations, Marketing, Finance, HR, IT, vendors, and business leaders to assess workload impacts and workforce management technologies.

• Translate workforce analytics into actionable staffing recommendations.

• Conduct scenario modeling and what-if analyses.

• Identify staffing deficiencies and recommend schedule adjustments, hiring plans, shift bids, and resource optimization strategies.

• Lead or assist in initiatives aimed at enhancing productivity, cost efficiency, customer experience, and operational effectiveness.

• Act as a subject matter expert on staffing software.

• Support workforce planning during system outages or operational disruptions.

• Stay updated on workforce management best practices, technological advancements, and industry trends.

⛳️ Requirements

• Over 5 years of experience in workforce management, workforce planning, capacity planning, or contact center analytics.

• Familiarity with contact center metrics.

• Exceptional attention to detail.

• Strong listening, communication, and documentation skills.

• Proficient in Microsoft Office Suite (Excel, Word, Outlook).

• Excellent analytical abilities.

• Knowledge of regulatory compliance requirements in a sales environment.

• More than 5 years of WFM experience in utilizing and implementing forecasting methodologies for contact centers with multi-skill and multi-channel complexities.

• Experience in developing long-range capacity plans.

• Background in presenting staffing recommendations to senior leadership.

• Advanced knowledge and experience with quality assurance tools such as NICE, Calabrio, Verint, or similar.

• Familiarity with AI tools such as Cresta AI, etc.

• Proven track record in analytics and creative problem-solving.

• Strong organizational skills with excellent follow-through capabilities.

• Ability to meet the physical and concentration requirements of the role.

• Must not currently require or may potentially require employer-sponsored immigration support; AAA Life does not provide immigration sponsorship.

🏝️ Benefits

• Remote work solution available.

• Occasional travel to the home office as business needs arise (1-2 times per year).

• Reasonable accommodations for otherwise qualified applicants as necessary.