Elevate service delivery success in a remote role as a Workforce Planning Manager. Optimize operations, enhance productivity, and improve the customer experience across multiple support teams. This position with a focus on operational leadership requires a deep understanding of workforce management principles.
You will develop forecasts, manage staffing strategies, and analyze performance metrics to address gaps and opportunities. Your insights will be critical in guiding people leaders in effective staffing decisions, ensuring optimal customer outcomes. Key Responsibilities:
- Create long-term workforce forecasts based on demand analysis
- Oversee real-time operations and resource allocation strategies
- Lead coaching and development initiatives for Service Delivery Controllers
- Analyze performance data to recommend productivity improvements
- Report on operational performance to Service Delivery leadership Requirements:
- 3-5 years of leadership in workforce or operations management
- Solid knowledge of service delivery and contact center operations
- Experience with forecasting and capacity planning
- Familiarity with workforce management systems and reporting tools
- Willingness to work evenings/weekends as required Utilize your expertise in workforce planning and operational leadership to enhance service delivery in this remote role.