Workforce Planning Consultant

Job Description:

The Workforce Planning Consultant is accountable for the development and maintenance of comprehensive staffing models supporting Operations Service/Call Centers. The models determine resource (staff) requirements for workload demands. The models contemplate business processes, staff productivity, timeliness, growth, invest initiatives, transfer of work, as well as turnover and hiring. The position works very closely with other members of the Operations and Finance teams and is critical in the development of annual operating plan/budget and regular outlooks.

• Development and maintenance of Operations Service/Call Center staff models • Identify and detail hiring, schedule, development time and skilling recommendations

• Variance and scenario analysis

RESPONSIBILITIES

• Act as liaison between Operations, Training, HR, Finance and Expense business partners with regards to staffing and capacity planning. Develop and maintain strong working relationships with partners.

• Establish staff plans and/or capacity requirements based on data and analytics. Maintain comprehensive knowledge of staffing model inputs and methodology. Work closely with Operations business partners in the development of work process time standards.

• Conduct planning meetings to discuss and or communicate capacity needs, risks, opportunities and results to various functions.

• Conduct detailed variance analytics and identify key business drivers of change. Research, forecast and report on demand drivers. Review forecast for accuracy and make proactive changes to minimize variances.

• Influence and negotiate with business partners and colleagues. Clearly articulate points of view and provide compelling rationale to influence decisions.

• Working closely with the Operational Lines Finance, Expense and Operations leads, identify trends, quantify impacts, and communicate business results relative to staffing implications on a monthly basis. Respond to “what-if” scenarios, cost benefit requests, and other projects that have staffing implications. Able to quantify implications of initiatives on staffing needs.

• Understand the interrelationship between model variables and the impact to service level commitments.

• Develop benchmarking metrics in order to understand efficiency/productivity of actual planned staffing levels. Assess risk and opportunities.

• Develop and maintain expertise in business process. Be able to translate into working staff model that allows the isolation of impacts of change in variables. • Participate in model optimization techniques that drive efficiency and optimize resource utilization.

• Play a key role in the financial outlook and operating plan process by submitting staffing projections for current and outer years. Communicate detailed explanations of change drivers and gain approval from leadership on an ongoing basis.

QUALIFICATIONS

• Experience in constructing quantitative analysis and/or workforce modeling in a professional environment

• Service Operations/Contact Center and/or business forecasting experience

• Bachelor’s Degree preferred

• Strong quantitative and mathematical skills

• Possesses strong to advanced MS EXCEL skills.

• Familiarity with IEX and workforce planning tools

• Adept in data mining, data analysis, and data presentation.

• Able to identify relevant data and data sources to provide meaningful analysis.

• Strong analytical, critical-thinking, and problem-solving skills.

• Effective written and verbal communication skills a must. Able to influence and negotiate with business partners and colleagues openly. Can clearly articulate points of view and provides compelling rationale to influence decisions. Able to articulate end-to-end business processes

• Possesses strong to advanced EXCEL skills

• Demonstrated ability to solve complex problems, as well as understand/analyze data