Senior Manager, Workforce Optimization

POSITION SUMMARY:

The Workforce Manager prepares and produces work volume and staffing forecast dashboards, as well as comparative data on results vs. forecasts, identifies opportunities for improvement and recommends solutions. This position provides workforce management scheduling and load balancing requirements for work peaks and valleys. The Workforce Planner makes adjustments and recommendations for optimizing scheduling to maximize service and quality.

ESSENTIAL FUNCTIONS:

• Forecast call volumes and staffing requirements based on historical data, workforce trends, and business needs
• Directly responsible for creating and maintaining accurate staffing schedules to ensure optimal coverage and service level targets are met
• Monitor real-time adherence to schedules and make necessary adjustments to optimize productivity and member family center experience
• Collaborate with family center managers and supervisors to identify and address staffing gaps and operational challenges
• Trains, on boards, and supervises team of schedulers
• Creates reports and dashboards on historical data and forecasting results from applicable systems.
• Analyzes data and recommends talent management solutions for implementation.
• Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments.
• Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts.
• Maintains holiday patterns forecasts to ensure effective coverage for holidays.
• Performs other related duties as assigned.

QUALIFICATIONS:

EDUCATION

• Bachelor's degree in business operations or equivalent education and experience.

EXPERIENCE

• Five or more years of successful forecasting and planning experience, with strong talent management and/or operations background, preferably in a high-demand production environment.

SKILLS

• Experience using software to build and maintain complex forecasting models.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Google Suite or related software.

Job Type: Full-time

Pay: $61,000.00 - $79,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Towson, MD 21204: Relocate before starting work (Required)

Work Location: Hybrid remote in Towson, MD 21204