Full-Time Manager, Workforce Planning & Optimization

We are seeking a high performing Manager, Workforce Planning and Optimization who is data driven and understands the ins and outs of developing new data models. This role is a key part of the Sales Organization, being responsible for partnering with operations leaders, analyzing historical call volumes, and using this data with inputs from other business functions as well as broader market factors to project future volume and capacity needs of the business, driving overall Sales performance.

This role is ideal for someone who is detail oriented, highly analytical, has strong communication and time management skills, and enjoys working with high-performing teams to drive results.

The Manager will identify and analyze opportunities for efficiencies using standard process control tools. They will drive service and expense improvements by providing operations analysis, reporting and process improvement for the Field Sales team and solve business problems in a high performing team environment working closely with WFM Director.

Key Responsibilities:

• Oversee, via NICE Workforce Management platform, the development of schedules and scheduling approaches to improve service levels, reduce cost and achieve performance goals.
• Work closely with telephony partners on Five9 configurations in regards to call routing, data analysis, and impact to overall service level and WFM strategy to improve efficiency and productivity of sales staff.
• Lead a team through teaching, coaching and inspiring by fostering a sense of urgency, ownership and responsibility for flawless execution of operational excellence; engage in the selection and hiring process as needed.
• Identify, develop and implement potential solutions to resolve problems and remove barriers that inhibit the department’s ability to improve operations.
• Develop new capacity planning model to enable long-term planning and what-if analysis.
• Manage workforce forecasting field sales teams and participate in budget and hiring planning.
• Analyze historical data to identify business optimization opportunities.
• Ensure integrity of data in current spreadsheet-based tools and future Workforce Management system.
• Develop processes to aid in the analysis of new and existing programs to increase forecasting and staffing accuracy in collaboration with Director of Workforce Management.
• Identify opportunities to further optimize sales workforce, including assisting in the development and implementation of contact servicing strategies associated with distribution and routing.
• Support special projects by monitoring, analyzing and reporting on key performance indicators.
• Hands-on experience working with NICE Workforce Management system required.

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