Manager Workforce Planning

Job Summary

The Manager Workforce Planning will lead all aspects of Customer Service call volume, productivity and headcount planning for Level 1, Level 2, Shared Services, Dispatch (VDO), and Optimum West. The Manager Workforce Planning is accountable for activities that include, but are not limited to: Tracking and understanding existing call volume patterns and drivers, and developing/revising monthly, quarterly, annual, and long-term plan forecasts for future volumes, taking into account activities and initiatives which will impact call volumes. In order to accomplish this, they must build and maintain effective collaboration with call center leadership, the Customer Service Operations Center, the Customer Service Operational Support department, the other Consumer Operations departments and the Product team. 

Responsibilities

• Ensure open and effective lines of communication between all Call Centers.
• Development of volume, productivity and headcount budgets, forecasts, and ROI's for Level 1, TSG, Shared Services, Dispatch, and Bresnan.
• Track and understand existing call volume patterns and drivers, and developing/revising monthly, quarterly, annual and long-term plan forecasts for future volumes, taking into account activities and initiatives which will put upward or downward pressure on volumes
• Track and understand existing call center productivity and headcount (including hiring and attrition results) performance vs. plan, and developing/revising monthly, quarterly, annual, and long-term plan forecasts for future call handling capacity and hiring requirements, taking into account activities and initiatives which will impact productivity.
• Provide the Customer Service management team with analysis, feedback, information, recommendations, and direction on volume, productivity and headcount performance and requirements in order to inform management team decision-making.
• Coordinate monthly operational performance Outlook Reviews with each Call Center's leadership team and in conjunction with the Resource Management team. Proving performance feedback and operation recommendations related to current performances against plan.
• Ensure the delivery of world-class service levels through effective planning and coordination of all available resources within phone operations. Work closely with the Manager, Resource Management in this regard. Make course corrections monthly, quarterly, and/or annually as necessary.
• Assist in the development of performance goals for call center leadership teams including MPIP goals. Providing monthly performance scorecards, analysis, and feedback, to call center leadership.
• Assist the Director, Business Planning, Customer Service in reviewing the adequacy and accuracy of budget inputs such as volumes, product growth projections, and productivity and staffing ratios.
• Assist the Director, Business Planning, Customer Service by supplying relevant analyses of volume, productivity, and staffing performance, and advise as to opportunities, risks, and recommended operating plan changes.

Qualifications

• Management Skills
  • Effective collaboration skills, and is proactive in working with others throughout the organization, including vice-presidents.
  • Highly effective time and project management skills on multiple complex work tasks are vital so that work project deadlines are achieved.
  • Ability to provide a team with a clear sense of direction and accountability; to take charge, organize resources, and give guidance to complete tasks.
  • Demonstrated flexibility working in a fast-paced environment requiring quick response to new strategic directions.
  • Proven leadership ability, and the ability to make results happen. Strong leadership, motivational and interpersonal skills; and gthe proven ability to make results happen.
• Technical/Functional Competencies
  • Thorough understanding of key aspects of call center operations planning including budgeting and forecasting.
  • Ability to perform extensive variance and root-cause analysis related to operational activity/drivers, financial activity/drivers, and ROI's.
  • Ability to develop and execute a plan of action based on detailed activity planning, with experience responding to challenging circumstances.
  • Ability to design, build and rollout sophisticated operating models.
  • Understanding of the role of workforce management in guiding operating groups in the process needed to develop credible operating plans as well as to establish and meet goals.
• Key Experiences/Achievements
  • Five plus years in a complex business planning environment.
  • Five years in a call center planning role would be a plus.
  • Experienced in developing complex business plans and operating models.
  • Ability to lead cross-functional and project-related teams.
  • Bachelor's or Master's degree in a related field preferred.