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, responsible for partnering with operations leaders and analyzing historical call volumes. This data, combined with inputs from other business functions and market factors, is used to project future volume and capacity needs, ultimately driving overall Sales performance. This role is ideal for someone detail oriented, highly analytical, with strong communication and time management skills, enjoying 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 through operations analysis, reporting, and process improvement for the Field Sales team, solving business problems within a high-performing team environment, working closely with the WFM Director. A key role in driving rapid growth of A Place for Mom.

Key Responsibilities:

1. Oversee the development of schedules and scheduling approaches via the NICE Workforce Management platform to improve service levels, reduce costs, and achieve performance goals.
2. Collaborate with telephony partners on Five9 configurations regarding call routing, data analysis, and impact to overall service level and WFM strategy, to improve efficiency and productivity.
3. Lead a team by teaching, coaching, and inspiring a sense of urgency, ownership, and responsibility for operational excellence. Participate in selection and hiring processes as needed.
4. Identify, develop, and implement solutions to resolve problems and remove barriers inhibiting operational improvement.
5. Develop a new capacity planning model for long-term planning and what-if analysis.
6. Manage workforce forecasting for Field Sales teams and participate in budget and hiring planning.
7. Analyze historical data to identify business optimization opportunities (e.g., consolidate queues, change hours).
8. Ensure data integrity in current spreadsheet-based tools and the future Workforce Management system.
9. Develop processes to aid in the analysis of new and existing programs, improving forecasting and staffing accuracy in collaboration with the Director of Workforce Management.
10. Identify opportunities to optimize the sales workforce, assisting in the development and implementation of contact servicing strategies related to distribution and routing.
11. Support special projects by monitoring, analyzing, and reporting on key performance indicators.
12. Other responsibilities as judgment or necessity dictates

Requirements:

• Hands-on experience with NICE Workforce Management system is required.
• Experience with Five9 telephony platform is preferred.
• Bachelor's degree in Business Administration, Finance, Accounting, Data Analytics, Engineering or a quantitative discipline or commensurate experience.
• Minimum 5 years' experience managing time-sensitive, detail-oriented, weekly or monthly deliverables.
• Financial, data, or forecast analyst experience preferred.
• Experience in a highly complex, multi-site, multi-skill contact center environment a plus.
• Advanced Excel and PowerPoint skills
• Excellent analytical, communication, and time-management skills.

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